Information Technology Service Management Analyst
3 days ago
Key Responsibilities
- Perform analysis, configuration, testing, maintenance, and troubleshooting for the ITSM platform.
- Document, administer, and coordinate the ITSM platform, acting as a subject matter expert.
- Evaluate and implement process optimization using KPIs, root cause analyses, and trends.
- Design and configure reports, dashboards, and portals to support operational needs.
- Provide guidance on system configuration and assess the impact of processes across various organizational levels and system modules.
- Analyze and support JavaScript, HTML, and other scripting languages to maintain and enhance the ServiceNow application.
- Manage business services and configuration item relationships within the ITSM platform.
- Develop and modify Service Catalog workflows, including approval mechanisms.
- Configure and manage Service Level Agreements (SLAs).
- Assess customizations and identify opportunities to revert to out-of-the-box functionality.
- Evaluate and align ServiceNow capabilities with organizational use cases.
- Oversee ITSM platform release cycles and coordinate testing with project teams and end-users.
- Identify and scope platform enhancements, defining acceptance criteria.
- Provide training and support to end-users and staff on ITSM platform functionality.
Ideal Candidate Profile
- Strong analytical, communication, and documentation skills.
- Highly organized with the ability to manage multiple tasks effectively.
- Proven experience in configuring ServiceNow to support incidents, requests, changes, problems, knowledge, and portal management.
- Familiarity with ITIL principles; ITIL certifications are valued but not mandatory.
Preferred Qualifications
- Hands-on experience with JavaScript, HTML, and scripting within the ServiceNow ecosystem.
- Expertise in configuring reports, dashboards, and workflows within the ITSM platform.
- Knowledge of ServiceNow release management and system upgrade best practices.
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