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Senior ITSM/ServiceNow Analyst
Ref No.: 18-72425
Location: Dallas, Texas
Position Type:Contract
Start Date: 10/01/2018
 6 month renewable contract w/option to hire perm
The Senior ITSM Analyst will be responsible for the delivery of technical and process oriented solutions within the ITSM Development team.  This person will need to document current system requirements, analyze the business needs, translate them into user stories and write test cases. This person should be a strong communicator with an excellent balance of and technical skills.
 
The ITSM Analyst is primarily responsible for executing, maintaining and improving IT Service Management (ITSM) processes in alignment with the ITIL framework and reporting on compliance and KPIs. This role is responsible for governance activities that include remediation reporting, adherence to COBIT and other regulatory controls.
 
**** Important:  Strong Service Now needed
 
Analysis
Identifies processes for improvement, documents existing processes, identifies and analyzes gaps between current processes and the desired state, designs new processes, develops process performance measures and plans the transition to a new process
Develops good working relationships with end user organizations and functions as the end users' representative on technology issues
Perform business analysis of functional requirements to identify information procedure and decisions flows
Provides implementation and roll-out support to users
Comfortable discussing stakeholders' individual business objectives/problem statements
Collaborate with IT & Process Owners, and Process Stakeholders to gather and analyze needs, translating these needs into requirements
Develop documentation to assist in the rollout of new processes and technologies
Create thorough and accurate documentation for all ITIL/ITSM processes.
 
Compliance and Controls
Establish and support controls (COBIT, NIST) and procedures
Ensure that regulatory and operational controls are complied with in procedures, tools and process designs
Ensure process adoption and compliance through communication and training
Work with the ITSM team to close remediation findings from Audit and Compliance departments
 
Service Management
Document various tools and applications in ServiceNow and train employees.
ServiceNow enhancements to capture process flows and documentation.
Groom enhancements and defects into product backlog and lead sprint planning sessions.
Manage the deliverable process and deadlines for ServiceNow enhancements and Compliance and Audit remediation projects.
Coordinate and communicate with the team on project issues and status.
Training and education of the IT Service Management processes
Manage the documentation & artifacts that support IT Service Management (ITSM) processes
Assist in the development of Service Level Agreements (SLA) and work closely with IT service owners and delivery leads to ensure the smooth delivery of IT solutions
Understand and represent customer's needs as part of providing IT services that meet or exceed those business needs
Demonstrate accountability and responsibility for ITSM meeting customer expectations
Provide support and help to service owners with a view to continuously improving service quality
Perform Testing services for the ITSM using approved automated systems.
 
Qualifications:
Report writing experience.  Ability to multi-task and work with management to prioritize tasks.
Service and solution oriented.  Demonstrate strong sense of responsibility.
Demonstrate strong confidence in abilities and knowledge. Ability to work well in crisis situations.
Flexibility to provide off-hours and weekend support for maintenance, testing and general on-call support.
2+ years of ServiceNow specific experience strongly desired
Strong understanding of the ServiceNow platform, including: core ITSM tables, Glide, scripting, and development methods.
Intermediate experience providing Service Level Agreement (SLA) reports to internal or external customers.
Experience in documentation writing for software applications
Experience in gathering and documenting customer requirements for software development
ServiceNow Certified System Administrator a plus
Workflow Diagram
ITIL Foundation     
ITSM or ITIL certification preferred
Intermediate experience with industry-standard Systems Management tools.
Experience with ITSM or other Service Desk oriented tool sets
Experience in training for user applications
Experience with collaboration tools