ServiceNow PPM, Sr Business Systems Analyst

The Senior Business Systems Analyst will act as a ITSM (Information Technology Service Management)/ SPM (Strategic Portfolio Management) analyst for the Information Services (IS) division. They lead the efforts in defining requirements for the development, utilization, and enhancement of IT Service Management standards and best practices for the institution, including incident management, problem management, change management, knowledge management, service catalog, asset management, CMDB (configuration management database), and SPM (Strategic Portfolio Management). Ideal candidates will have experience implementing ServiceNow This person is a liaison between the Service Management Center of Excellence (CoE) and user groups, primarily focused on helping teams develop ITSM/SPM process compliance across IS. This person will lead IT teams to define and track process performance against KPIs (key performance indicators) and drive continual service improvement. They will be hands-on with ITSM/SPM process management and demonstrate exceptional communication, work coordination and analytical skills. This person drives education throughout the IS division for those ITSM/SPM areas supported. This role reports to the Manager of the COE team who helps to lead the ServiceNow Center of Excellence in the department of IS Shared Services. Process development and measurement a) Works with the Principal to leads in the development, utilization, and enhancement of ServiceNow standards and best practices for the institution, including incident management, problem management, change management, knowledge management, service catalog, asset management, CMDB (configuration management database), and SPM (Strategic Portfolio Management). b) Act as liaison between the Service Management Center of Excellence (ServiceNow CoE) and user groups, primarily focused on maintaining uniform ITSM and SPM process compliance across IS. c) Helps to direct the teams to maintain ITSM and SPM processes. d) Tracks measurements and performance against KPIs (key performance indicators) for their specific ITSM and SPM areas supported. e) Helps to directs the teams in driving continual service improvement. f) Works with user group champions to: 1. Receive process related feedback, question, concerns and address them 2. Identify new requirements and document in backlog 3. Keep user groups informed on upcoming ITSM and SPM platform activities (upgrades, releases etc.) g) Coordinates with Principal COE team members, Service Leads, and platform teams to: 1. Review platform backlog and implement as per priority 2. Request any technical consultation related to ITSM and SPM system capability 3. Support platform team via documenting requirements and testing h) Attend and actively participate in all ServiceNow CoE meetings. Process documentation and education a) Keep process documentation up to date. b) Creates communications and education materials. c) Help to ensure that the user groups are following the defined processes. d) Assists in providing guidance and education throughout the TDI division for those ITSM/SPM areas supported. Professional development a) Actively maintains functional knowledge of ITSM/SPM platform, ITIL methodology, and ITSM/SPM processes. b) Participates in various meetings as appropriate to maintain working knowledge of ITSM/SPM processes. c) Seeks knowledge to stay abreast of ITSM and SPM industry standards and trends. d) Maintains knowledge of and competency in IT Service Management standards and best practices, including incident management, problem management, change management, knowledge management, service catalog, asset management, CMDB (configuration management database), SPM (Strategic Portfolio Management). e) Maintains a strong working functional knowledge of ITIL, ITSM, and SPM platform, including any certifications. f) Maintains education and functional knowledge of all MD Anderson and Information Services standards, policies, and ongoing education. Other duties as assigned Education Required: Bachelor's degree. Preferred Certification: ITIL Practitioner Certification; ServiceNow Certification; Project Management Professional (PMP) Experience Required: Five years' experience in domain, project management , workflow analysis or Epic software,. May substitute require education degree with additional years of equivalent experience on a one to one basis. Preferred Experience: Experience with implementing or supporting ServiceNow and its workflow processes. Experience developing and maintaining ITSM and PPM processes. Experience with Agile processes and working in a Scrum environment. Experience with defining requirements and creating backlogs for the development team. It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html