Change Analyst consultant 6+ Years :: Remote

Description:

Duties and Accountabilities:

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:

IT 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.
• Update and ensure accuracy of the change management website, and other related

documentations

• Conduct awareness and training sessions

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

• Track and report on KPIs, metrics and process health.
• Identify and implement process improvements
• Perform UAT and approve production moves for fixes and enhancements for ServiceNow

Problem management module.

• Test and provide sign-off for future ServiceNow upgrades and enhancements for any impact to

the problem management module

• Update and ensure accuracy of the problem management website, and other related

documentations

• Conduct awareness and training sessions

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
• Conduct regular working group meetings to monitor and track process compliance to Incident

Management procedures and policies.

• Update and ensure accuracy of the incident management website.

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.