ServiceNow Implementation and Operations Analyst

Description

ESSENTIAL FUNCTIONS
Contribute to the full lifecycle ServiceNow implementation and operations processes
Drive platform improvements based on business needs
Consult with users to identify current operating procedures and to clarify program objectives
Work with vendors, consultants, the business units and IT to understand and build our Global IT Service Management capability
Monitor our execution and drive continuous improvement of processes and methodologies related to incident, problem, change, and release mgmt. as our implementation matures
Minimize Time To Detect (TTD), Time To Engage (TTE), Time To Mitigate (TTM)
Coordinate Major Incident Reviews (MIR)
Drive root cause analysis for all Major & Reoccurring Incidents
Partner with other Service Delivery teams in the successful execution of standard processes
POSITION REQUIREMENTS
Bachelors degree; information systems, or computer engineering or related field preferred
35 years of experience working with the ServiceNow Platform, preferably with implementation experience
Ability to travel approximately 10% of the time
ITIL Foundation v3 Certification preferred
ITIL Service Operations Practitioner Certification preferred
Demonstrated understanding of functional / business objectives that drive and shape technology requirements and of the IT Service Management Model, including industry best practices for ITIL processes, and success factors/KPIs
Implementation experience on various ITSM modules (Incident, Problem, Change, Service, Knowledge, Asset, etc)
Excellent organizational, analytical, written and verbal communication and presentation skills Strong interpersonal and communication skills which provide the ability to establish and build working relationships with individuals throughout the organization in support of IT department objectives;
work closely with people at all levels of the organization
Thorough understanding of general business operations and processes
Demonstrated functional leadership, technical expertise and business process skills