Jobs

The ITSM / ServiceNow Business Systems Analyst role supports our project for planning, design and launch of a new ITSM system in support of the core organizational functions and IT business processes. This includes gathering and analyzing data, facilitating project activities, and coordinating UAT – all while applying ITIL and ServiceNow best-practices. This individual will apply proven communication, analytical, and facilitation skills to help maximize the benefit of our ITSM investment.

ITSM / ServiceNow Systems Analysis

•        Assist with preparation of system configuration materials (models, specifications, diagrams, and charts

•        Collect ITSM data for KPI/measurement purposes and prepare analysis and reports

•        Perform analysis and provide reporting on both process and service metrics, KPIs, OLA/SLA

•        Collect enterprise data related to services, applications, people, groups, locations, et al to help build data portfolios of reference, populate system data tables, and ensure overall master data

•        Support development components of ITSM process deployment including documentation on development, training, Management of Change, technical standards, and communications/marketing.

•        Build standard reports in ServiceNow Data analysis on integration data flow (quality analysis)

•        Coordinate project scheduling and logistics including project workshops, working sessions and other project activities

·        Coordinate User Acceptance Testing activities according to project plan

•        Facilitate assembly and publication of meeting minutes / notes

•        Manage Project Box and SharePoint sites

• Minimum of three (3) years of hands-on experience in ITSM projects: designing, development and deployment experience with the ServiceNow platform

• ITSM, ITIL framework, and enterprise ITSM projects

• ITIL Foundation Training (certification preferred)

• Demonstrable track record in use of and support for ITSM platforms

• Experience with Azure DevOps and enterprise application Test Management process desirable

• Occasional travel may be required