Posted: 02/13/20242024-02-132024-03-15Employment Type:ContractJob Category:TechnologyJob Number: 612863Is job remote?: YesCountry: United States
Job Description
ServiceNow ITSM Analyst
Location: Remote, U.S. EST preferred
Responsibilities:
* Investigate and help guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS.
* Ensure that the design aligns with needs of the business, services owners, and support staff.
* Audit performance against KPIs to tell a story around ways to enhance the overall experience.
* Identify workflow improvements driving issue resolution.
* Investigate and identify process breakdowns/opportunities
* Act as a resource for the organization help better understand ITSM defined processes and roles.
* Participate in planning and execution of support for the community.
* Support service transition activities. This includes writing documentation; defining self-service, service desk and escalation procedures; proactive analysis of service implementation impact on both the user community and support staff to identify improvement opportunities.
* Analyze new solutions and provide recommendations for further analysis and impact.
* Train ITS teams regarding new procedures.
* Define reports and regular insights for the team and ITS Leadership based on defined metrics
* Identify key metrics to tell a story about the customer experience and how each ITS area supports that overall experience.
Must Haves:
* 3+ years of ITSM and Reporting experience
* ITIL, ServiceNow, or other ITSM related certifications are preferred
* An understanding of ServiceNow/ITIL concepts with a passion for providing an end user an optimal service experience is required. The position also requires a logical and structured approach to improving and optimizing our services and the processes that support them.
* Proven experience with the creation and/or management of KPIs, SLAs and related reporting.
* Must be able to create and update meaningful reporting leveraging ITSM metrics, technology usage statistics, call center software, and data from incidents and requests.
* The Incident and Reporting Analyst must have an interest in and proficiency with learning new technologies that are needed to support the university community.
* Excellent interpersonal, communication, facilitation and organizational skills are required. Flexibility is required as this role will serve as Major Incident Coordinator for Major Incidents that occur 24x7
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Planet Technology and The Planet Group of Companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.
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