Digital Technology Problem Management Solution Architect

4 weeks ago


Addison, Texas, United States ServiceNow Full time
ServiceNow Staff Analyst

We are seeking a skilled ServiceNow Staff Analyst to join our Digital Technology Solutions team. As a key member of this team, you will play a vital role in driving incident and problem reduction across the Digital Technology organization.

About the Role

The ServiceNow Staff Analyst will be responsible for prioritizing, analyzing, and driving resolution of IT problems. This includes working diligently to find solutions, coordinating with technical experts if necessary, and ensuring problems are resolved in a timely manner. You will also analyze incident data to identify trends and potential problems before they escalate, use this analysis to prioritize problem resolution efforts, and monitor Service Desk ticket trends in real-time.

This is an exciting opportunity to work on improvement plans in collaboration with other ITSM processes to enhance service quality, generate reports on problem management activities, provide guidance and training to other IT staff on best practices related to problem management, and mentor team members to enhance problem-solving skills within the organization.

Responsibilities
  • Prioritize and resolve IT problems in a timely manner
  • Analyze incident data to identify trends and potential problems
  • Collaborate with technical experts to find solutions
  • Generate reports on problem management activities
  • Provide guidance and training to other IT staff
  • Mentor team members to enhance problem-solving skills
Requirements

To be successful in this role, you will need:

  • Bachelor's degree in Information Technology or related field
  • ITIL V3 or V4 Certification
  • Minimum 10+ years related experience working in large, global, technology functions
  • 5+ years of experience coordinating all aspects of problem management activities
  • Strong technical background with a deep proficiency of IT infrastructure and application development
  • Demonstrable experience in problem management and incident management
  • Experience with data analysis and reporting tools (e.g., ServiceNow Performance Analytics, SQL, Excel, BI tools)
  • Experience with ServiceNow products and services
  • Excellent analytical and problem-solving skills
  • Possess excellent communication skills to convey results to different levels of leadership
  • Ability to work under pressure and meet deadlines
  • Ability to work independently and as part of a team
Salary

$120,000 - $180,000 per year, depending on experience.

About Us

ServiceNow is a global leader in digital transformation software. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. We value inclusivity and welcome candidates from diverse backgrounds. Join us in making the world work better for everyone.



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