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ITSM Analyst - ServiceNow

  • Full Time, onsite
  • Mindlance
  • Washington DC-Baltimore Area, United States of America
Salary undisclosed

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Position Summary:

Title: ITSM Analyst - ServiceNow

Duration: Long Term

Location: Washington, DC 20433

Hybrid Onsite: 4 days per week onsite from Day1.

Note:- This is not a Technical role, The ITSM IT Analyst plays a crucial role in providing process management, analytical reporting, and support to the IT change, incident and problem management processes. The resource will be part of the IT Service Management team and will be responsible for but not limited to the following:

Change Management

• Provide operational support in running and maintaining the process, prepare for CAB meetings, and provide guidance to the change coordinators.

• Monitor and report compliance to change management process requirements and procedures.

• Create and update dashboards and reports on KPIs, metrics, and aggregated data.

• Provide support for process design, propose, and implement process improvements.

• Perform UAT and approve production moves for fixes and enhancements to the ServiceNow change module.

• Test future ServiceNow upgrades and enhancements for any impact to the change module.

Problem Management:

• Maintain and facilitate problem management operations.

• Conduct regular problem review meetings to monitor and track problem resolution progress, ensuring that problems are resolved within agreed timelines.

• Monitor and report on compliance to problem management process requirements and procedures.

• Test and provide sign-off for future ServiceNow upgrades and enhancements for any impact to the problem management module.

Incident Management:

• Provide direction for overall process design, propose, and implement process improvements, and sign-off for future ServiceNow upgrades and enhancements.

• Create dashboards and reports on KPIs, metrics, metrics, and aggregated data.

Selection Criteria:

• Bachelor’s or master’s degree in computer science, Engineering, or a related field.

• Must have 6-8 years of demonstrated experience in managing change, problem, and incident processes in ServiceNow.

Technical & ServiceNow Expertise:

• Demonstrated experience in designing and configuring change, incident, and problem management modules in ServiceNow.

• Expertise and extensive hand-on experience in the ServiceNow platform, particularly the Change, Incident, and Problem management modules.

• Develop and maintain dashboards, reports, and workflows in ServiceNow and PowerBI to support change, incident, and problem management processes.

• In-depth knowledge of IT Service Management (ITSM) processes, and IT Infrastructure Library (ITIL)

• Understanding of IT infrastructure and systems, including networks, servers, and applications.

• Experience with integrating AI in ServiceNow ITSM a plus.

IT Change Management

• Must have extensive experience in managing end-to-end change management process, including risk assessment, approval workflows, post-implementation, chairing CABs, monitoring change process compliance, and reporting on KPIs and metrics in a large enterprise.

Problem Management

• Must have proven experience in managing end-to-end problem management process including chairing problem review operational meetings, performing root cause analysis, proactive problem management and trend analysis to prevent incidents for a large enterprise.

Incident Management

• Proficiency in handling the lifecycle of incidents, from logging and categorization to resolution and closure.

• Skills in prioritizing incidents and ensuring timely resolution to minimize business impact.

Soft Skills

• Analytical Thinking: Strong problem-solving skills with the ability to analyze and interpret complex data.

• Communication: Excellent presentation, verbal, and written communication skills for conveying technical concepts to non-technical audiences.

• Collaboration: Ability to work effectively individually as well as in a team environment and collaborate with stakeholders.

• Attention to Detail: High attention to detail to ensure data accuracy and integrity in reports and analyses.

• Time Management: Ability to manage multiple tasks and prioritize effectively to meet deadlines.

Nitish Sharma

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

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