ITSM/ ServiceNow Operations Analyst - Wright Technical Services

Type: Contract-to-Hire (3-6 Months)
Location: Hybrid 3x per week in Daytona Beach, FL; Plano, Texas or Minneapolis, MN
Eligibility: Open to all US Residents legally eligible to live and work in the US without sponsorship

Job Summary
As an ITSM and ServiceNow Operations Analyst, you will play a crucial role in safeguarding critical functions by investigating incidents, developing and maintaining disaster recovery plans, and leading responses to critical incidents. Responsibilities include collaborating with cross-functional teams and conducting Incident Management meetings adhering to ITSM Practices, while ensuring operational stability and fostering collaborative relationships across divisions.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• Minimum 4+ years of technical Infrastructure experience in an ITSM environment
• Technical experience in ServiceNow including set-up, configurations, and workflows
• Functional experience in ServiceNow including Incident Mgmt., Change Mgmt., Asset Mgmt., etc.
• Strong understanding and ability to speak to ITSM Practices
• 4+ years of experience supporting Microsoft Azure, including Entra ID/ Active Directory and M365 Cloud
• 2+ years of experience and basic understanding of: Networking fundamentals (DNS, DHCP), servers, data centers, and virtualization (VMware)

Competencies

• Familiarity with planning and execution
• Basic technical understanding of , including data center
• Outstanding and ability to work effectively and cross-functionally
• Excellent organizational and documentation skills
• Proactive mindset
• Availability for on-call duties (24/7) during critical incidents

Description

• Investigate incidents, propose preventive measures, and lead critical incident response
• Develop and maintain disaster recovery plans, collaborating with IT and business units
• Conduct training sessions on disaster recovery protocols
• Coordinate system/data restoration after disasters
• Lead the initiative to develop and document an enterprise-wide Disaster Recovery plan
• Collaborate with technicians, engineers, and leadership to gather requirements and implement the plan
• Utilize proficiency in ServiceNow to streamline and manage the Disaster Recovery plan deployment
• Enhance critical application monitoring and operational processes
• Ensure data maintenance and operational readiness in ServiceNow
• Collaborate on enterprise disaster recovery and business continuity plans
• Proactively identify trends and efficiencies to improve IT service delivery
• Provide insights based on historical data for issue resolution
• Establish partnerships across divisions to support disaster recovery
• This role requires dedication to maintaining operational stability, fostering collaborative relationships, and proactively ensuring business continuity in the face of disruptions.