IT Service Management Sr. Analyst

Job Title

Responsibilities: Immediate Contribution: The candidate should be able to hit the ground running with minimal onboarding and training. ServiceNow Proficiency: Strong familiarity with ServiceNow, particularly in Incident, Problem, and Change Management, is essential. The candidate should be able to navigate and utilize ServiceNow effectively as the team exclusively manages processes using this platform. Minimal Travel: The role typically involves very little to no travel. Any travel required would be minimal and related to specific projects such as replatforming. Stakeholder Collaboration: Act as a connection point between business stakeholders and technical teams, effectively translating business requirements into technical terms and vice versa. Collaborate closely with process owners and other stakeholders. Independent Work: Ability to work independently, proactively identifying and addressing needs without requiring extensive supervision. Training and Documentation: Develop training materials and documentation to help stakeholders understand and adopt ITSM processes. Provide coaching and support to correct behaviors and improve process adherence.

Qualifications

Education: Bachelor's degree in a relevant field of study. ServiceNow Experience: In addition to ITIL experience, proficiency in ServiceNow is highly preferred due to the team's reliance on this platform for managing ITSM processes. Top Three Must-Haves: ServiceNow Expertise: Deep understanding and hands-on experience with ServiceNow. Independent and Proactive: Ability to work independently and proactively with minimal supervision. Strong Communication Skills: Excellent written and verbal communication skills to effectively collaborate with team members and stakeholders, including the ability to translate technical terms for business stakeholders and vice versa. Additional Skills: Analytical Ability: 2-4 years of experience. Critical Thinking: 2-4 years of experience. Problem Solving Capability: 2-4 years of experience. ServiceNow: 2-4 years of experience.