Analyst, TSG ServiceNow

COMPANY PROFILE

Global Business Services (GBS)

PROFILE SUMMARY

RESPONSIBILITIES

Extend Bain’s emerging ServiceNow platform by implementing critical new capabilities and developing/coding required extensions (40%)

• Recommend and implement solutions to meet business requirements, utilizing a core understanding of ServiceNow capabilities. This will be as part of a team on larger initiatives and independently on smaller initiatives.
• Work with internal teams to review, test, and implement configuration changes in implemented ServiceNow products.
• Provide configuration/implementation support to ServiceNow project teams.
• Advocate and implement solutions where ServiceNow can be utilized to automate manual processes.
• Research and test potential solutions to solve non-standard scenarios
• Assist in building new ServiceNow integrations 
  

Maintain and optimize ServiceNow implementation through thoughtful and timely system administrator duties (40%)

• Recommend and implement solutions to meet business requirements, utilizing a core understanding of ServiceNow capabilities. This will be as part of a team on larger initiatives and independently on smaller initiatives.
• Design and configure ServiceNow reports and dashboards required to support business needs 
• Assist internal ServiceNow users to resolve support issues directly or as escalated from other team members.
• Proactively monitor the stability and usability of the platform across environments, taking action where necessary
• Lead the creation of Service Catalog items, including creating appropriate documentation and associated Knowledge Base articles.
• Perform platform upgrade planning and execution with the assistance of the ServiceNow team

Maintain a current and comprehensive understanding of the ServiceNow platform (10%)

• Stay current on Bain's utilization of ServiceNow and changes to those products due to upgrades
• Review the documentation around best practices for using ServiceNow to ensure clear and concise direction.

Assist with knowledge transfer within Bain’s ServiceNow team and lead knowledge transfer with internal customers.  (10%)

• Create and maintain relevant knowledge base articles associated with ServiceNow.
• Translate complex system processes into user friendly language to aid in the creation of communications and training documentation

QUALIFICATIONS & EXPERIENCE

• 3-5 years of experience as a ServiceNow Administrator
• 2-4 years of IT support experience preferred
• Associate's/Bachelor’s degree or an equivalent combination of education, training and experience 
• Proven strong logic, analytical and technological skills
• Strong communication and customer service skills
• Demonstrated ability to learn and troubleshootindependently
• Ability to understand and modify JavaScript
• Experience with client-side and server-side scripting
• Ability to work independently and within teams
• Good to have ServiceNow Certified System Administration & ITIL certification
  

WHAT MAKES US A GREAT PLACE TO WORK