Systems Management Group

Role: Build Analyst

Location: Rochester NY Onsite

Job Duties:

• Manage daily ServiceNow platform operations to ensure system stability, availability, and optimal performance.
• Monitor and manage Incident, Problem, Change, Request, and Knowledge Management processes in accordance with ITIL best practices.
• Ensure compliance with Service Level Agreements (SLAs) by tracking, prioritizing, escalating, and resolving service tickets.
• Analyze service trends, operational metrics, and performance data to identify opportunities for process improvement.
• Communications and restoration of critical business services.
• Facilitate Change Advisory Board (CAB) meetings and support change management governance processes.
• Perform root cause analysis for recurring incidents and collaborate with technical teams on permanent corrective actions.
• Develop, maintain, and optimize ServiceNow workflows, forms, dashboards, reports, and performance analytics.
• Partner with IT infrastructure, cybersecurity, application support, and business teams to improve service delivery and operational efficiency.
• Monitor platform health, integrations, and automated workflows to ensure reliable service operations.
• Support ServiceNow upgrades, enhancements, testing, and release management activities.
• Maintain accurate process documentation, knowledge articles, operational procedures, and governance records.
• Track and report on key performance indicators (KPIs), SLA attainment, incident volumes, problem trends, and service performance metrics.
• Drive Continual Service Improvement (CSI) initiatives by identifying gaps and recommending operational enhancements.
• Support audit, compliance, and risk management activities related to IT service management processes.
• Train and mentor service desk personnel and process owners on ServiceNow functionality and ITIL practices.
• Manage escalations and serve as a point of contact for high-priority operational issues.
• Collaborate with business stakeholders to gather requirements and improve IT service delivery capabilities.
• Ensure data integrity, configuration management accuracy, and adherence to established operational standards.
• Evaluate new ServiceNow features and modules to support business objectives and increase operational effectiveness.

Build Analyst Skills & Qualifications:

• Experience working within IT Service Management (ITSM) environments governed by ITIL best practices, supporting operational excellence, service quality, compliance, and continual service improvement initiatives.
• Knowledge of ITSM process development, implementation, and governance, including Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, and Service Level Management within ServiceNow and related enterprise platforms.
• Proficiency with ServiceNow and Microsoft Office applications, including Word, Excel, and PowerPoint, for reporting, KPI analysis, dashboard creation, documentation, and operational metrics tracking.
• Excellent verbal and written communication skills with demonstrated ability to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadership.
• Strong organizational, leadership, and team-building skills with the ability to coordinate multiple operational priorities, facilitate process adoption, and drive continuous improvement initiatives.
• Demonstrated ability to analyze complex operational issues, identify root causes, and make data-driven decisions to improve service delivery, system reliability, and customer satisfaction.
• Ability to work independently and as part of cross-functional teams while managing service operations, meeting SLA commitments, and ensuring alignment with organizational objectives.
• Experience supporting compliance, audit readiness, process documentation, governance activities, and operational controls in enterprise IT environments.
• Proven ability to monitor service performance, evaluate operational trends, and recommend process enhancements that improve efficiency, reduce incidents, and strengthen overall service quality.
• Skilled in prioritizing workload, managing competing demands, and maintaining a customer-focused approach in fast-paced IT operations environments.