Description
The Service Now Analyst II is responsible for advancing and sustaining the company's IT service management strategies within IT to support the business. This position supports the current implementation of the Service Now platform for incident and change requests. Additionally, this role will expand and support the implementation of future modules (procurement, resource, demand management, etc.). The Service Now Analyst II will independently prioritize, analyze, configure and implement requested changes to the OneIT (Service Now) system. This role will critically analyze business processes, and map them to the Service Now tool to enable improvement and gain efficiencies in operations while reducing overhead and cost.
Essential Duties and Responsibilities:
- Independently perform evaluations of company's business/operations that require supporting technical process functions to determine necessary requirements for the Service Now tool enablement.
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Critically analyzes current processes and independently models new or more efficient processes as replacements. Develops required changes and implements what's needed with minimal supervision.
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Responsible for reviewing Service Now software release upgrades and determining impact on existing RNDC processes. Make any modifications required, test, and implement changes to the platform.
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Creates, maintains, or adapts Service Now related metric information to support the effective use of scorecards, Key Performance Indicators, and Service Level Agreements within Corporate IT.
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Implements new or changed processes in support of the business.
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Interacts with internal associates throughout company as a representative of Corporate IT.
Performs as a team player willing to assume tasks regardless the size or responsibility.
Qualifications:
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2+ years of prior experience in Service Management or equivalent experience
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Demonstrated experience in running large business and/or service process initiatives
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Demonstrated knowledge in common data query tools such as Excel, MS Access, SQL, and Essbase
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Demonstrated ability to critically evaluate existing processes.
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Demonstrated experience in handling metrics, KPIs, SLA reporting
Computer Skills:
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Microsoft Suite with emphasis on Excel, PowerPoint, Word
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Background and experience with Service Now platform.
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ServiceNow platform experience required
Other Qualifications:
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Project leadership experience is a plus
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Wholesale or retail experience is a plus
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Technology background required
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Six Sigma/Lean certifications are a plus
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ITIL background and certifications a plus,