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ServiceNow Service Center Support Analyst

A ServiceNow Service Center Support Analyst is responsible for the requirements gathering, migration mapping, systems design and testing of ServiceNow integration projects.  Depending on the size of the specific project, an Analyst may serve multiple roles or a single specified role over the course of the project. 

Duties:

  • Support the analysis and requirements needs that support the implementation of ServiceNow Service Center related projects.
  • Work directly with client and external contractors to assist in elicitation of business requirements.
  • Act as a liaison between stakeholders to elicit, analyze, communicate, and validate requirements and business processes.
  • Develop/update documentation based on CMS processes
  • Assist in development of use cases and scenarios.  Responsible for managing enhancement requests, gathering requirements (user stories) and testing. Assist in management of requirements in requirement repository.
  • Participate in JAD sessions to define criteria and input from stakeholders.
  • Lead and facilitate meetings, and run workshops.
  • Validation of application deployments through documentation reviews
  • Review the validity of the performance and load tests for releases
  • Well versed in modeling tools (e.g., Visio) to develop system designs and screen mockup tools (e.g. Axure)
  • Generate conceptual designs to demonstrate design intent to the customer
  • Act as the customer advocate to ensure that proposals meet the customer’s needs from operational and functional perspectives
  • Provide customer communications to manage expectations and schedule coordination
  • Establish and maintain change management with respect to requirements and enhancement requests.
  • Facilitate and coordinate meeting for the various IT Governance Boards as needed.
  • Provide guidance and review artifacts for the IT Governance Boards.
  • Maintain Configuration Management (CM) procedures and monitor adherence of CM procedures
  • All other duties as assigned or directed

Qualifications:

  • 5 + years of full project implementation lifecycle experience
  • 1+ years of experience with ServiceNow with at least one implementation of Customer Service Management (CSM) and/or ITSM module
  • 1+ years of experience developing and customizing ITSM processes and solutions preferred
  • 2+ years of experience documenting tool requirements for To-Be state.
  • 5 + years of system analysis experience
  • 4 + years of  application build and deployment experience
  • Education and/or formal training may substitute for experience requirement.

Skills:

  • Ability to document requirements and analyze data for migration to ServiceNow file formats
  • Ability to understand the high level components of building and deploying ServiceNow applications.
  • Ability to write business rules, UI policies and customization steps. Perform problem solving activities to minimize customer and team down time
  • Strong analytical and problem solving skills
  • Ability to work collaboratively with analysts, developers, testers, quality assurance engineers and project managers
  • Ability to communicate clearly and professionally with all levels of the organization, both written and verbal
  • Ability to work well in a team environment, to collaborate with others, and interface with team members internal and external to the organization
  • Experience implementing and transitioning clients from on premise ITSM solutions (i.e. Remedy) to SaaS solutions (i.e. ServiceNow) preferred.
  • Flexibility and ability to plan, prioritize, and execute multiple tasks in a fast paced environment
  • Self-motivated, well-organized, and detail oriented
  • Establishes and maintains effective professional relationships with internal and external stakeholders
  • Must be able to adapt to organizational change
  • Ability to collaborate with managers across programs
  • Exposure to Agile processes and methodologies preferred.
  • Experience in SharePoint is desired.
  • Proficiency with MS-Office Productivity Applications, including Microsoft Project

 

 

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