IT Analyst - ServiceNow - SHI International Corp.

Job Summary

As a IT Analyst - ServiceNow you will be responsible for gathering and understanding business requirements and translating them into effective solutions using various modules of ServiceNow. This role will work closely with stakeholders across the business to identify process improvements and enhancements, streamline work-flows, and optimize service management. This role has a passion for challenging the status quo, pushing for out of the box solutions versus customization, and enjoys growing their knowledge of the ServiceNow Platform.

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Responsibilities

Include but not limited to:

• Requirements Gathering: Collaborate with business stakeholders to gather and document requirements for ServiceNow implementations, enhancements, and new use cases. Gathered requirements should be translated into actionable stories for development by other team members including success criteria and testing plans.  
• Process Analysis: Analyze and assess existing business processes to identify areas for improvement, automation, and efficiency gains utilizing ServiceNow. 
• Testing and Quality Assurance: Conduct thorough testing of ServiceNow changes to ensure business requirements are met and the delivered solution aligns with development standards.  
• User Training: Develop and deliver training materials and sessions to educate users and stakeholders on how to use and make the most of ServiceNow. 
• Documentation: Create and maintain comprehensive documentation of system configurations, processes, and changes for reference.  
• Reporting and Analytics: Design, generate, and train users how to create reports and dashboards in ServiceNow for the purposes of evaluating team performance.   
• Continuous Improvement: Being proactive ito identify opportunities for ongoing improvement and innovation within the ServiceNow environment, addressing business needs and goals. 

Qualifications

• 5+ years of experience as a Business Analyst with a focus on ServiceNow. 
• A ServiceNow certification is highly desired (e.g., Certified System Administrator, Certified Implementation Specialist). 
• Strong understanding of IT service management principles and practices. ITIL (Information Technology Infrastructure Library) Certification is desired.  
• Communication and interpersonal skills to facilitate collaboration with various stakeholders. 
• Strong analytical and problem-solving abilities. 
• Project management skills and experience are a plus, as are SCRUM Master or Product Owner certifications.  

• Bachelor's degree in a relevant field (e.g., Information Technology, Business, or a related discipline). 

Required Skills

• Strong analytic skills
• Business process analysis, mapping, and design skills
• Proven presentation and communication skills
• Be able to manage multiple initiatives simultaneously
• Proficiency in using Microsoft Office applications
• Project management skills

Certifications Required

• ITIL Certified System Administrator, Certified Implementation Specialist. 

Additional Information

• The estimated annual pay range for this position is $60,000 - $90,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status