INSTITUTIONAL PERFORMANCE ANALYST (ServiceNow)

This is a staff position that implements and maintains daily activities related to the Institutional Advancement and Performance Management (IAPM) function in an ongoing effort to increase customer satisfaction, reduce costs, and improve efficiency enterprise-wide. The Institutional Performance Analyst contributes to implementing moderate to advanced organization-wide institutional advancement and performance management improvement programs to deliver process improvement and standardization as directed. The incumbent collects data and conducts analysis of moderate complexity regarding performance management initiatives including customer service surveys, key performance indicators (KPIs), metrics and scorecard data in support of service level agreements by utilizing ServiceNow enterprise platform capabilities; participates in organizational strategic planning and develops performance metrics policy and procedures; implements various performance improvement recommendations; and prepares periodic trending, audit and performance indicator reports. This position assists with recommending and implementing moderately complex standards and provides recommendations for processes within the IAPM group in accordance with ITD policies and in support of achieving organizational certification goals; implements process improvements for corrective action; and develops and provides IAPM training programs enabling the workforce to achieve improvements in service delivery. The Institutional Performance Analyst provides active ServiceNow system administration for the IT Service Management (ITSM) system and tool sets including configuration, custom script development, workflow development, data management, record management, reporting, maintenance, and support administration. The incumbent must have a good command of knowledge relating to industry-accepted frameworks such as ITIL, etc. Responsibilities Builds and implements the department’s institutional advancement and performance management improvement programs of moderate complexity leading to a positive and measurable impact on IT using industry accepted frameworks. Successfully plans, executes, monitors, controls, and closes all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform. Develops processes with ServiceNow that improve customer experience in the Service Portals. Assists with research and design of appropriate organization-wide process and performance improvement by implementing consistent system workflow, standardization of service management processes, and quality training. Performs IT assessments and provides recommendations to build improvement plans and portfolios. Maintains the IT Service Management (ITSM) system including upgrades, enhancements, improvements, and ongoing care and feeding of the ITSM system of moderate complexity. Implements workflow, writes custom code, tailors screens, sets up reports, imports data and answers technical and application questions for the ITSM system and tool sets. Maintains the ITSM tool sets utilized enterprise-wide for the Institutional Advancement and Performance Management group. Assists manager with creating moderately complex comprehensive auditing and compliance reporting, KPIs and scorecards to drive process and performance improvement based on industry-accepted frameworks such as ITIL, etc. Assists and develops process improvements in support of achieving organizational certification goals. Develops, advises, coaches and teaches with respect to leading practices and improvement initiatives of moderate complexity for peers. Prepares, creates, verifies and validates all trending, metrics, KPIs, key results measures (KRM), and scorecard reporting and dashboards. Assists with setting and reinforcing standards and implementing processes within the process and performance improvement business function. Develops internal procedures for system use and operation in accordance with ITD policies. Develops and documents performance improvements requirements. Participates in professional development and training. Performs all other related duties as required. Qualifications Bachelor’s degree + Three (3) full-time years of experience leading IT Service Management (ITSM), process and performance management and improvement, and data analytics or performance reporting programs. Including , Two (2) years of experience administering and supporting ITSM systems and tool sets. Including , One (1) year of experience with development and implementation of process automation within ServiceNow ITSM modules – Incident, Problem, Change, Configuration, and Knowledge Management.

• OR ~ Associate's degree + Five (5) full-time years of experience leading IT Service Management (ITSM), process and performance management and improvement, and data analytics or performance reporting programs. Including , Two (2) years of experience administering and supporting ITSM systems and tool sets. Including , One (1) year of experience with development and implementation of process automation within ServiceNow ITSM modules – Incident, Problem, Change, Configuration, and Knowledge Management.
• OR ~ High School Diploma or GED + Seven (7) full-time years of experience leading IT Service Management (ITSM), process and performance management and improvement, and data analytics or performance reporting programs. Including , Two (2) years of experience administering and supporting ITSM systems and tool sets. Including , One (1) year of experience with development and implementation of process automation within ServiceNow ITSM modules – Incident, Problem, Change, Configuration, and Knowledge Management.

Good understanding of technical and functional design requirements related to ServiceNow. Skills to design workflow automation with Flow designer. Information Technology Infrastructure Library (ITIL) certification preferred. Certification in ITSM system and tool set administration and support is a plus. Background in performance management and improvement programs relating to industry accepted frameworks such as ITIL, etc. Expert-level knowledge in configuring and maintaining an ITSM system and associated tool sets. Knowledge of Excel or SQL Reporting Services, Java and Java scripting, coding capabilities, relational databases, SharePoint and SharePoint Designer is required. Knowledge of applied statistical analysis is preferred. Good understanding of business process with a flair for automating workflow and performance improvements. Demonstrated experience and competence in a cross-functional organization with a focus on IT Service Management and industry accepted frameworks such as ITIL is preferred. Good written, oral, and interpersonal communication skills. Ability to conduct research in industry-accepted frameworks for performance improvements a must. Employee must demonstrate keen attention to detail, be team-oriented and skilled in working within a collaborative environment to drive organizational change. If hired, must provide proof of educational attainment at new hire processing. Tarrant County will conduct background checks on new hires that will include a criminal background check related to convictions and deferred adjudications since the age of seventeen (17) and may include credit reports, motor vehicle records, employment records, and educational attainment. A conviction or deferred adjudication is not an automatic bar to employment. Each case is considered individually. Incumbent must hold a valid Driver’s License or State Issued ID card. While performing the duties of this position, the incumbent is regularly required to hear, keyboard, see far, see near, sit, stand, use his/her hands, walk, and work alone and with others. #J-18808-Ljbffr Tarrant County