Servicenow Analyst

Under the direct supervision of the IT Service Delivery Manager, the ServiceNow Analyst is responsible for managing the end-to-end ServiceNow platform, including components such as Incident, Change, Request, Asset, and knowledgebase management. The candidate will also oversee business reporting, integrations, and license management. The role will focus on process improvement. You will collect and develop requirements related to the Paradies ServiceNow Roadmap and will oversee ServiceNow implementations and adoption of changes. A candidate should have a fundamental understanding of IT service management and the ITIL business processes. The ability to clearly communicate with other support groups, development, product, IT leadership, external providers, and business contacts to resolve process issues is also essential.

Key Job Functions

• The ServiceNow Analyst will be a bridge between Business and technology analyzing technical issues that arise in SNOW Production

• Responsible for the development of formal requirements and documentation for ServiceNow enhancements

• Align ServiceNow platform capabilities to address business problems

• Maximize ServiceNow software releases through configuration tasks and feature delivery

• Understand IT and business requirements with the ability to develop, test, deploy improvements, and update workflows.

• Support design and development of requirements for the CMDB with automated processes for gathering and populating CMDB data

• Ensure proper configuration and design workflows for asset and configuration management

• Continually identify opportunities for system and solution improvements

• Drive the ServiceNow business strategies and roadmap

• Develop incident and request forms in ServiceNow for Paradies applicable modules

• Produce reports and dashboards based on defined metrics and key performance indicators

• Recommend any improvements regarding the platform, processes, or reporting

• Create and maintain system design and operations documentation

• Assist with the ROI and impact analysis for ServiceNow updates

• Create and maintain a detailed view of the ServiceNow architecture

• Assist with assimilating new technical changes to ServiceNow into other parts of the business

• Integrate ServiceNow application(s) with third-party systems/applications via APIs

• Configure out-of-the-box workflows and create/maintain custom workflows

• Configure application related fields, forms, views, email notifications, acceptance roles and access controls

• Work with IT and business groups to develop requirements and recommend, design, develop, and test solutions to improve efficiencies, resolve business problems, and improve and create new processes.

• Maintain the asset tables and contribute to governance processes relating to asset management

• Work with ServiceNow to maintain the development/test and production environments

Qualifications:

• University or College degree in Computer Science or related field, or equivalent work experience

• Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences

• Strong time management and coordination skills.

• Strong analytical skills

• Self-motivated, detail-oriented and organized with the ability to prioritize workload and to perform in a high-pressure environment

• ITIL Foundation Certification strongly desired.

• ServiceNow Systems Analyst Certification and/or ServiceNow Certified Implementation

• 3 - 5 years' experience as a ServiceNow Analyst/developer that demonstrates proven experience in all aspects of ServiceNow development, configuration, and administration

• Understanding of the implementation process including setup, configuration, and customization of ServiceNow.

• Experience with project scoping, planning, requirements gathering, pricing, and process mapping.

Job Location

• Atlanta, Georgia, United States (hybrid)

Position Type

• Full-Time/Regular

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