ServiceNow BSA

Location: Farmington, Connecticut
Date Posted: 08 Nov, 2019
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)

Project Coordination & Support
•        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