Senior IT Service Management ServiceNow Analyst

Role Overview Coordinates with stakeholders to gather and document service requirements and specifications. Designs and implements service level agreements (SLAs) and operational level agreements (OLAs). Develops service design packages that include service models, architectures, and processes. What You Will Do Manages the transition of new or changed services into the live environment, ensuring minimal disruption. Oversees the configuration management process to maintain accurate records of service assets and configurations. Monitors and analyzes service performance to ensure compliance with SLAs and identify areas for improvement. Why It Might Be a Fit Requires knowledge of Service Management toolsets / ServiceNow and strong understanding of CMDB and ServiceNow DB Architecture. Self-motivated and disciplined, with excellent analytical, technical, and organizational skills. Requirements Knowledge of the Service Management toolsets / ServiceNow and how it relates to other ITSM processes. Strong understanding of CMDB and ServiceNow DB Architecture. Exposure in ServiceNow Implementations (ITSM, ITAM, SPM, ITOM, CSM) and platform upgrades. Self-motivated and disciplined, with excellent analytical, technical, and organizational skills. Demonstrated skills in data management, solving problems and able to work collaboratively within a team or independently. Strong oral and written communication skills. Bachelor's degree in IT, Computer Science, or MIS. 4+ years of experience in ITSM tools / ServiceNow. Experience configuring and developing in ServiceNow. Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell. Experience in ServiceNow Catalog Management, Knowledge management and Reporting. Experience using a structured SDLC, or agile/scrum methodology. Proven experience of documenting Business Requirements, Functional Specifications, Test Scripts and Test Plans, and End User Training. ServiceNow Certified System Administrator (CSA) certification. Certified System Administrator (CSA) certification. Information Technology Infrastructure Library (ITIL) certification. ITIL 4 Foundation Certification (ITIL 4) certification. Benefits Medical, Dental, Vision Insurance Life Insurance Disability Insurance Paid Time Off 403-B Retirement Plan 4 Weeks 100% Paid Parental Leave Career Development Whole Person Well-being Resources Mental Health Resources and Support Pet Benefits #J-18808-Ljbffr Advent Health