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We are looking for a Analyst with heavy focus on Incident, Problem and Knowledge Management with a background in building integrations to join our team. Exposure to ITOM, Automation, AWS and monitoring concepts needed. The focus is on building and improving existing process areas and defining requirements for new automations and integrations. The ideal candidate will have experience working in a SAFe/Agile/SCRUM environment. Previous ServiceNow administrator experience or certification is preferred as the Sr Analyst is expected to create/update business rules, client scripts, UI policies, workflows and ACL's. The Sr Analyst will be expected to perform multiple roles in the scrum team; Business Analyst, Administrator/Developer and Tester.
" Will lead the gathering of business requirements, acceptance criteria for user stories, and UAT criteria
" Will build and configure automations and integrations based on requirements gathered
" Identify and drive automation efforts
" Will create/update business rules, client scripts, UI policies and ACL's
" Will provide internal and external product support such as assisting with training and coaching
" Will determine the appropriate level of acceptance testing, create and execute test plans
" Will organize and assemble needed resources required to develop a solution/proposal/deliverable.
" Accountable for ensuring solutions meet the original business need.
" Will review and accept the solution delivered by the development team & drive adoption of the solution amongst the stakeholders through demos.
" Will liaison with various groups throughout the Company to ensure service level targets are met, Customer satisfaction remains high, and escalations occur in a timely manner.
" Will develop, manage and maintain Service Management processes and associated procedures/tasks.
" Will assist other IT Service Management Teams as necessary providing statistics, suggestions, and enhancement opportunities.
Required Skills (include education, proficiency level and/or minimum # of years of experience, tools, software applications, etc. Please list in order of most to least importance):
" Experience in developing, engineering and improving IT Service Management processes. 4-5 years
" ITSM and ITOM experience a must
" Experience in creating, managing and maintaining process diagrams and process definition documents. 4-5 years
" Strong business background (working in a company of similar scale)
" Experience in gathering and analyzing requirements to improve existing processes. 3-4 years
" Experience in defining process metrics and KPIs. 3-5 years
" Experience in end to end automation initiated from incidents or alerts. 2-4 years
" Experience in working in Agile, Scrum and SAFe. 2-4 years
" Proactively identifies areas for improvement, shares lessons learned with colleagues and encourages others to do the same.
" Strong troubleshooting skills (puzzle solver) and the ability to diagnose and troubleshoot integration issues and errors.
" Excellent written and verbal communication skills.
" Exceptional listening, problem solving, negotiation, and facilitation skills.
" Ability to work in dynamic environment with changing priorities
" Strong analytical, organizational, and problem-solving skills
" Strong customer communication skills with the ability to communicate technical issues to non-technical customers
" Customer focused with a passion and drive for customer satisfaction and delivering business value.
" Develop and maintain strong customer and team relationships.
Preferred Skills and Special Training (skills that would be beneficial but are not required):
" ServiceNow design or administration experience highly desired (ServiceNow Administrator Certification preferred)
" Background in IT Operations with an understanding of monitoring and support concepts.
" AWS Cloud experience a plus.
" Basic Project management skills
" Advanced knowledge and understanding of IT concepts
" ITIL Foundation Certification (Service Operations and/or Continual Service Improvement)
" SAFe Agilist Certification preferred but not required