IT Applications Analyst

Description

DUTIES and RESPONSIBILITIES Responsible for overall maintenance and assures proper usage of ServiceNow.
Perform general support for the ServiceNow system via Incidents and Request Tasks submitted by end users.
Perform requirements gathering, business analysis and technical specifications for ServiceNow enhancement projects.
Perform ServiceNow implementation tasks such as configuration, scripting, integration and testing.
Create and maintain ServiceNow Reports and Dashboards.
Contribute to a known error database by adding or updating documented workarounds and permanent solutions into ServiceNow Knowledge Base.
Assist in training of users on the use of ServiceNow as needed
Follow best practices of developing, configuring and maintaining ServiceNow.
Develops UI forms, fields, notifications, workflows and JavaScript code.
Assist in the gathering of tool metrics.
Coordinate with cross functional areas to identify automated workflow for ServiceNow requests.
Interact and collaborate with the work of offshore consultants.
Configuration and customization of ServiceNow workflows.
Develop clear and concise business, process and technical documentation and use the ServiceNow Knowledge Base.
Maintain LDAP configuration for user, group, and role based access to ServiceNow applications.
Articulates technical concepts using easily understandable business language.
Use business rules, client scripts, and UI polices to update application requirements.
Works directly with IT management to align ServiceNow with IT organization strategy.
Leverage and promote best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL) to drive continual process improvement using ServiceNow framework.
Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSCs vision and unity of purpose.
Participation in special projects and performs additional duties as required.