Service now Analyst

Under the direct supervision of the IT Service Operations Manager, the Service Now Administrator is responsible the end-to-end management of the Service Now platform, including administration of all components, configuration management, knowledge-base management, reporting, applications and license management. The role will focus on process improvement. You will collect and develop requirements related to the Paradies Service Now Roadmap and will oversee Service Now implementations and adoption of changes. A candidate should have a fundamental understanding of IT service management and the ITIL business processes. The ability to clearly communicate with other support groups, development, product, IT leadership, external providers, and business contacts to resolve process issues is also essential.

RESPONSIBILITIES:

Key Job Functions

• The ServiceNow Administrator/Analyst will be a bridge between Business and technology analyzing business and technical issues that arise in Production, UAT and testing and defining the resolution path
• Create user stories, user acceptance criteria, epics, process maps, data mapping and formal requirements documentation for ServiceNow Enhancements
• Align Service Now platform capabilities to address business problems
• Maximize Service Now software releases through configuration tasks and feature delivery
• Understand IT and business requirements with the ability to develop, test, deploy improvements, and update workflows.
• Continually identify opportunities for system and solution improvements
• Drive the Service Now business strategies and roadmap
• Develop incident and request forms in Service Now for Paradies applicable modules
• Produce reports and dashboards based on defined metrics and key performance indicators
• Recommend any improvements regarding the platform, processes, or reporting
• Create and maintain system design and operations documentation
• Assist with the ROI and impact analysis for Service Now updates
• Create and maintain a detailed view of the Service Now architecture
• Assist with assimilating new technical changes to Service Now into other parts of the business
• Integrate Service Now application(s) with third-party systems/applications via APIs
• Configure out-of-the-box workflows and create/maintain custom workflows
• Configure application related fields, forms, views, email notifications, acceptance roles and access controls
• Work with IT and business groups to develop requirements and recommend, design, develop, and test solutions to improve efficiencies, resolve business problems, and improve and create new processes.
• Maintain the asset tables and contribute to governance processes relating to asset management
• Work with Service Now to maintain the development/test and production environments

Qualifications:

• University or College degree in Computer Science or related field, or equivalent work experience
• Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
• Strong time management and coordination skills.
• Strong analytical skills
• Self-motivated, detail-oriented and organized with the ability to prioritize workload and to perform in a high-pressure environment
• ITIL Foundation Certification strongly desired.
• Service Now Systems Administrator Certification and/or Service Now Certified Implementation
• 12-5 years’ experience as a Service Now administrator that demonstrates proven experience in all aspects of Service Now development, configuration, and administration
• Understanding of the implementation process including setup, configuration, and customization of Service Now.
• Experience with project scoping, planning, requirements gathering, pricing, and process mapping.