Jobs

Our direct client  is seeking a ServiceNow Analyst to work in their Ossining, NY Headquarters. This role will be responsible for driving the delivery, support, and enhancements for the company’s ServiceNow platform. This includes building a technology roadmap, mapping out the features, enhancements, updates, and new solutions to work within the platform. In addition, the role supports all team members using the ServiceNow platform, inside and outside of IT.

This is a hybrid role that requires 2-3 days in their Ossining, NY office.

DUTIES AND RESPONSIBILITIES

• Provides timely support and troubleshooting to colleagues and end-users, with a high degree of customer service, technical expertise, and responsiveness
• Accountable for the end-to-end delivery of programs and projects related to ServiceNow within organizations, meets customer needs, deliver technology updates, manages the process of delivering enhancements, and corresponds with the vendor(s) to ensure service and support is delivered within agreed SLAs
• Maintains information technology projects in line with IT strategies laid out by leadership, including leading cross-functional teams, and managing key stakeholders while performing full project management tasks from proof of concept through final implementation
• Delivers weekly updates to management and stakeholders on health and performance of the application
• Monitor health, administration, usage, and overall compliance of ServiceNow and the modules
• Perform general ServiceNow administration duties such as in-depth knowledge of working incident, request, problem tickets, organize and maintain the CMDB for accurate, reliable auditing, and record keeping
• Create documentation for the platform and prepare training materials for ServiceNow users
• Work with our ServiceNow roadmap and offer suggestions of timeframe and continuously look to improve our services by adjusting the roadmap based on IT and business priorities
• Offer/suggest improvements in our customer portal, and all components, by automating processes
• Continuous process improvements with the integration of their two organizations 
• Estimating project effort including review of risks, concerns, status, and issues
• Lead ServiceNow administration in business process improvement efforts pertaining to service strategy, design and delivery following best practices
• Design, customize and optimize reporting capabilities within ServiceNow using built-in dashboards
• Optimize reporting and SLA metrics to be distributed to IT management and key stakeholders
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid changes
• Incorporates data privacy activities, and to ensure compliance across the company, this requires monthly reporting and action list, and track issues centrally

QUALIFICATIONS

• EDUCATION: Bachelor's Degree in Computer Science, Information Systems, Information Technology, or equivalent work experience
• At least 1-3 years' experience of ServiceNow administration, including modules such as Service Catalog, Incident, Problem, Change, Request Asset, and CMDB, Discovery Knowledge
• Familiar with project management methodologies such as PMP or Prince2
• ServiceNow Certified System Administrator desired
• ITIL framework Certification desired
• PowerShell, JavaScript scripting and experience with vendor APIs desired
• Excellent at using Microsoft Office applications, Microsoft Visio, or similar flowcharting application
• Able to clearly communicate technical concepts to both technical and non-technical audiences

EXPERIENCE & KNOWLEDGE

• Demonstrated knowledge of external environment impacting the business
• Technical working experience using and administering service management system ServiceNow (Update catalogs, software, hardware – managing workflows and ensuring its working as intended and callout any issues
• Well versed in creating/modifying portal catalog items, workflows, flow designer flows, portal widgets, business rules, UI actions, UI policies, ACLs, etc.
• Ability to gather requirements from stakeholders and execute them, acting as a liaison with management and vendors when necessary
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Strong work ethic and the ability to prioritize and manage multiple requests. Along with the ability to multitask and work with limited supervision
• Excellent people skills. Must enjoy working with people at all levels of the organization, be customer service focused and thrive in a fast-paced environment.
• Demonstrate strong customer service skills
• Demonstrate strong written and verbal communication skills
• Solid reporting and analytics skills
• Strong customer orientation and able to manage customer expectations
• Experience managing external vendors
• Excellent relationship building and interpersonal skills
• Strong documentation and process development skills
• Engaged in learning and continuous quality improvement

Job ID: 5211