IT Service Management Analyst

DescriptionResponsible for architecting, administering, configuring, developing, and supporting the ServiceNow service management application. Works cross-functionally to gather requirements and develop technical solutions, for both moderate and complex issues, that satisfy the business needs of the organization. 1. Configures and customizes the service management system, including workflow creation and documentation.2. Performs discovery and design work sessions in coordination with Service Management Lead that produces deliverables, including mock-ups, flow diagrams, and solution requirements.3. Architects solutions and development activities in ServiceNow for ITSM, Service Portal, Scoped Applications, Asset Management, and CMDB functional areas.4. Delivers end-to-end automated solutions which include technical implementation of the ServiceNow Platform, core system and applications.5. Tests and corrects defects, develops unit tests, performs local development builds and application team builds, participates in code reviews, and assists with planning and coordinating implementation activities.6. May perform coding of moderate to difficult complexity, using recommended technologies. Follows the established methodologies and standards.7. Assists customers with proof-of-concept activities.8. Analyzes and understands user requirements and procedures to improve system capabilities and automate process workflows.9. Develops and manages the Service Portal website in ServiceNow, which is how our Service Catalog is presented to the company.10. Works with IT to generate views and reports, educating them on the service management applications.11. Loads, manipulates, maintains, and integrates data between service management applications and other systems including mobile.12. Performs system and integration testing with sample and live data.13. Utilizes scripting tools and service management functionality to automate rote tasks.14. Executes an annual upgrade process to our ServiceNow instance.15. Works with the following ServiceNow functions: integration hub, hardware asset management, incident, problem, service catalog, knowledge base, user, and role management, agile.Qualification1. Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or equivalent experience preferred.2. Minimum of two years of ServiceNow development experience, deep functional and technical knowledge of ServiceNow preferred, with additional experience in integration and/or software delivery required.3. ServiceNow certifications preferred, including Certified Systems Administrator, Application Developer, and Implementation Specialist.4. Experience in web design with Service Portal functionality preferred.5. Understanding of IT help desk and service management along with good understanding of the ITIL framework, including Incident Management, Problem Management, Change Management, Release Management, and/or Service Desk required. ITIL foundation certification is preferred.6. Experience in Agile structured development methodology.7. Experience building and coding Configuration Management Databases (CMDB) strongly preferred.8. Experience in integrating ServiceNow with other IT applications required. Web service implementation experience preferred.9. Experience supporting end users.10. Excellent communication and interpersonal skills required.11. Strong desire to learn and work with many aspects of the ServiceNow application. #LI-RG1 We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.