The Planet Group
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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
ServiceNow ITSM Analyst
360 Huntington Avenue Boston, MA 02115 US
Posted: 02/13/2024
2024-02-13
2024-03-15
Employment Type:
Contract
Job Category: Technology
Job Number: 612863
Country: United States
Is job remote?: Yes
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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