About This Role
This role involves translating business requirements into technical solutions within the Enterprise Service Management scope. The Systems Analyst will also create and manage applications on the service management platform, overseeing workflows and ensuring alignment with the ITIL framework.
Responsibilities
- Focus on analysis responsibilities for the Enterprise Service Management application, including process design and development, as well as testing and implementation of required and approved applications
- Analyse system/application problems, design and implement workable solutions, and support such solutions to provide a reliable application with sustainable processes
- Support the Firm in the use of the Enterprise Service Management tool through review and analysis of vendor-assisted resolutions, enhancements, and customizations, as approved by the Product Owner and Management
- Document and communicate key application technical and functional changes to Management
- Drive operational excellence through the creation, adoption, and maturity of processes and tools aligned with the ITIL Framework
- Manage, monitor, and ensure Continual Service Improvement (CSI) of Service Management processes and tools, with a focus on exploring process improvement, customer service strategy, and application enhancements
- Analyse methods of approach as it relates to workflow requests from end users and ensure efficiency
- Work directly with other support groups in the build, test, and implement cycles of platform development, enhancements, and upgrades
- Participate in other duties and projects as directed by the Service Management leadership team
Requirements
- At least five years' experience with the ServiceNow platform and ServiceNow development
- Experience in application design, analysis, deployment, and support
- Excellent JavaScript knowledge, inbound/outbound API integration
- Implementation experience with the following ServiceNow applications: ITBM, ITSM, ITOM, SECOPS, HRSD, ITAM
- Thorough understanding of ITIL/ITSM processes
- Ability to work under strict deadlines, attention to detail, and the flexibility to think of alternative solutions
- Ability to establish and maintain excellent working relationships at all levels of the organization as well as with outside customers and vendors where applicable
- Strong analytical and reasoning abilities
- Well-developed interpersonal skills including ability to communicate, both written and orally, and in a clear and straightforward manner
- Ability to act as liaison between IT and the Business, promoting sound processes and procedures
- Bachelor’s Degree in Information Technology or substantial equivalent experience with an emphasis on web/application development related field or equivalent work experience
