Senior Analyst, Service Management Platform

Senior Analyst, Service Management Platform

ROLE DESCRIPTION SUMMARY

The position is responsible for fulfilling various analyst activities related to our ServiceNow environment. This includes gathering business requirements, translating them into functional requirements and solution proposals, and presenting these to the development staff. Additionally, the role involves coordinating testing activities, executing quality tests, managing stakeholder communication, and creating necessary documentation or user guides.

The incumbent must gain a thorough understanding of both our ServiceNow environment and the related SES business to define the necessary solutions. Furthermore, the position requires coordinating the weekly development delivery to ensure timely and efficient progress.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 Take full ownership on all user stories related to our ServiceNow environment throughout the entire development lifecycle

 Drive the continuous delivery of user stories, ensuring a quick turn-around of solution design, devel-opment and testing activities

 Coordinate on a weekly base with the developers to ensure solutions are delivered well in time and in the right order based on business priorities

 Gather business requirements in close coordination with relevant business units and translate them into functional requirements and solution proposals

 Create and document solution designs in close collaboration with business and IT stakeholders, with focus on delivering business value in line with SES strategic goals, and based on ITIL and ServiceNow best practices

 Coordinate closely with architects and developers to define high-quality solutions in line with business expectations

 Executed project management duties related to assigned projects as required

 Create test plans for User Acceptance Tests and coordinate User Acceptance Tests with the relevant testers

 Create well-written solution documentation, user guides and release notes

 Lead weekly calls with Product Owners and other stakeholders

 Take a driving role in our Operational Support process, ensuring that incoming tickets are handled within the appropriate timeframe according to IT and team internal KPIs.

 Ensure timely completion of assigned tasks on schedule and provide effective management status updates

 Adhere to the team's delivery process and KPIs

QUALIFICATIONS & EXPERIENCE

 Minimum Bachelor's Degree in Computer Science, Information Systems or relevant equivalent experi-ence

 6+ years of proven working experience in a similar position

 Thorough (non-technical) ServiceNow knowledge with proven work experience with ServiceNow ITSM, CSM or TSM is a must-have. HRSD or FSM experience is considered as an asset

 Proven work experience in the telecommunications or satellite industry is considered a strong asset

 Solid understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control, deployment

 Thorough understanding of ITSM processes

 ServiceNow and ITIL certifications are considered an asset

 Basic knowledge of the agile development methodology and basic project management skills

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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