ITSM Analyst - ServiceNow (R26_0000030905)

The ServiceNow Analyst supports DEPLOY's client's ServiceNow instance by connecting business stakeholders and IT to improve processes and the user experience. The analyst works with business stakeholders, end-users, product owners and technical teams to align ServiceNow improvements with business needs.

• Gather business requirements to identify where workflows need to better align with business needs.
• Work with ServiceNow Engineer to implement approved workflow and process improvements.
• Translate business needs into user stories mapped to ServiceNow modules. Facilitate User Acceptance Testing (UAT) and track metrics for the resulting workflow and process improvements.
• Validate delivered process improvements against documented business requirements and record any gaps requiring correction.

• Bachelor's degree, plus a minimum of five years of experience in a technology role or a technical analysis role.

• Certifications:
  • ServiceNow Certified Application Developer
  • ITIL Foundation/ ITSM Specialist
• Ability to communicate business needs and proposed process improvements clearly to business stakeholders and technical teams.
• Ability to work with various teams to improve the user ServiceNow experience
• Ability to gather technical information and communicate it clearly in writing and verbally to support planning and facilitate User Acceptance Testing.
• Ability to plan, organize and manage workflow and process-improvement activities, and solve problems that arise during that work.

LICENSES & CERTIFICATIONS: None required.

SUPERVISORY RESPONSIBILITY: No Supervisory Responsibility

BUDGET RESPONSIBILITY: No

COMPANY INFORMATION: DEPLOY's client Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.

DISCLAIMER: This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any time.