ITSM Analyst

Job Description

Nice to meet you

Were the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence and questions into answers.

Were also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If youre looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, youll find it here.

About The Job

The Service Management Office is looking for an experienced IT Service Management Analyst to assist with our Service Management processes with a focus on Configuration Management using ServiceNow ITOM. You will perform the day-to-day delivery of Configuration Management services to the organization, taking general direction from the ITOM Manager, and specific direction from the Configuration Management Process Owner. This includes the ongoing definition and improvement of service management policies, processes, procedures and their supporting tools. You will also work closely with cross-functional teams to maintain and improve the health of the CMDB, supporting the organization&aposs IT service management goals as well as encouraging the adoption of ITIL practices (IT Infrastructure Library) throughout Global SAS IT. Specific responsibilities include but are not limited to:

- Performing operational activities as defined by Configuration Management policies and procedures, ensuring alignment with industry best practices and organizational goals
- Working to fulfill Configuration Management Service Requests as assigned
- Engaging with strategic projects to ensure Configuration Management can deliver required functionality within project timeframes
- Providing guidance and training to cross-functional teams on CMDB processes, procedures, and best practices
- Collaborating with IT and non-IT stakeholders, ServiceNow Product Owners, Architects, Developers, and Process Owners to improve IT service management processes and enhance customer experience and efficiencies
- Running and delivering reports as required
- Collecting and reporting metrics as required
- Identifying service improvement opportunities

Required Qualifications

- Education and Experience: Bachelors degree in Computer Science or related field plus seven years experience in IT. An equivalent combination of education, training, and experience may replace these requirements.
- Technical:

- Strong knowledge of ServiceNow CMDB and ITOM and how the health of the CMDB impacts ITOM and ITSM processes
- Experienced in Agile and Scrum, including writing and updating sprint stories
- General familiarity with IT on-premise and cloud architectures: Linux & Windows Servers, Virtual Instances, Databases, Firewalls, Routers, AWS, Azure, etc

- Skills:

- Outstanding attention to detail
- Excellent analytical and problem-solving skills
- Strong communication, collaboration and troubleshooting skills
- Demonstrated ability to plan, organize and deliver deliverables
- Good understanding of ITIL processes and best practices
- Ability to manage multiple priorities and shift focus as urgent issues arise
- Ability to work in a strong team environment as well as independently.
- Youre curious, passionate, authentic and accountable. These are our values and influence everything we do.
- Preferred Qualifications:
- 3 plus years of hands-on experience with ServiceNow ITOM and ITSM with a focus on the CMDB
- ITIL Foundation Certification

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