Senior Analyst

Role Summary:

The Senior ServiceNow Analyst will support IT Service Management (ITSM) operations within the comoany. The Senior ServiceNow Analyst will be responsible for conducting business analysis for change requests affecting the production environment, creating user stories for the development team, performing ServiceNow administration and configuration tasks, overseeing ServiceNow upgrades, and supporting User Acceptance Testing (UAT) and Go-Live activities.

Desired candidate:

1. Conducting business analysis for change requests impacting the production environment, including eliciting requirements, documenting user stories, and defining acceptance criteria.
2. Collaborating with stakeholders to ensure alignment between business needs and technical solutions.
3. Performing ServiceNow administration tasks, including but not limited to: checking interface jobs status, validating record synchronization, making quick configuration changes, applying permissioning and grouping, and creating reports and dashboards.
4. Working closely with development teams to implement, test, and deploy changes in the ServiceNow environment.
5. Providing expertise in ServiceNow configuration and administration to optimize ITSM processes and workflows.
6. Assisting in the resolution of technical issues related to ServiceNow functionality.
7. Ensuring compliance with ITIL best practices and organizational policies and procedures.
8. Reviewing ServiceNow upgrades for their impact on the ITSM application, learning new version functionality/enhancements, determining relevancy to the business, and working with the development team to implement necessary changes.
9. Supporting User Acceptance Testing (UAT) activities, including test script creation, execution oversight, and issue resolution.
10. Assisting in the planning and execution of Go-Live activities, including deployment coordination, end-user support, and post-implementation review.
11. Preparing documentation and conducting knowledge transfer sessions as needed.
12. Reporting on project status and key metrics to stakeholders as required.
13. Performing other related tasks as assigned by the IT management team.

Qualification:

The ideal candidate for the Senior ServiceNow Analyst position should possess the following qualifications, skills, and experience:

• Bachelor's degree in Computer Science, Information Technology, or a relevant field.
• Minimum of 8 years of experience in ServiceNow administration and configuration, with at least 3 years in a senior analyst role.
• Strong understanding of IT Service Management processes and tools.
• Experience in requirement analysis and business process re-engineering.
• Prior experience in agile methodologies.
• Experience in IT project management, particularly in planning and implementing enterprise-level systems, is highly preferred.
• Demonstrated ability to communicate clearly and concisely, both orally and in writing, and lead presentations, training courses, and effective meetings.
• Ability to work both independently and as part of a team, with demonstrated ability to manage and supervise staff and special initiatives.
• Demonstrated integrity, independent thinking, judgment, and respect for others.
• Demonstrated leadership, versatility, and integrity.