Service Now Lead/ Analyst-Baltimore MD - Georgia IT Inc.

Baltimore, MD

About the Job

Service Now Lead/ Analyst
Location: Baltimore MD
Duration: 6 months
US Citizen, GC Holder and EAD

Essential duties & responsibilities:

Manage ServiceNow efforts and liaise across all teams on development and administration
Work with the business stakeholders, developers, and admins to ensure our goals related to service management are met
Manage the ServiceNow demand queue and prioritize enhancement requests while setting expectations on deliverables
Build and maintain strong relationships with Business Process Owners (BPOs) and super users
Gather high level business requirements and define scope during initial discovery
Support the development of business cases requiring ServiceNow solutions
Maintain up-to-date awareness of the current and future directions of the industry and associated technologies, and, where appropriate, makes recommendations for implementation of new/upgraded systems and technologies within the framework of the Global Operating Model
Drive the documentation of the "to be” business processes and identification of significant changes from current process
Drive the documentation of the technical and data requirements
Support the design team in areas that require an understanding of business processes and participates in design reviews
Support application and platform upgrades. Ensure the latest release of ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations
Produce reports and dashboards based on defined measures, metrics and key performance indicators
Recommend any improvements regarding the platform, processes or reporting, ensuring policies are reflected in the way the platform is administered, per best practice
Work closely with IT service owners and delivery leads to ensure the smooth delivery of IT solutions
Provide training to users and other tasks as necessary

Critical skills:

A strong technical background that exhibits both breadth and depth is important, as is the ability to effectively communicate and share that knowledge both orally and in writing.
Must be customer service oriented and own the customer experience for his/her technology roadmap.
Must be able to effectively perform, guide and lead others in the successful completion of technical tasks.
Must possess the capability to work with minimal supervision.
Must have excellent communication and organizational skills. Must possess a high level of the following work skills and behaviors: teamwork/cooperation, initiative, motivation, and commitment to continuous professional growth in skills and knowledge.

Qualifications:

A strong technical background that exhibits both breadth and depth is important, as is the ability to effectively communicate and share that knowledge both orally and in writing.
Must be customer service oriented and own the customer experience for his/her technology roadmap.
Must be able to effectively perform, guide and lead others in the successful completion of technical tasks.
Must possess the capability to work with minimal supervision.
Must have excellent communication and organizational skills. Must possess a high level of the following work skills and behaviors: teamwork/cooperation, initiative, motivation, and commitment to continuous professional growth in skills and knowledge.

Education and/or experience:

4+ years of experience with ServiceNow.
Set standards for the ServiceNow instance governance related to best practices for defining configurations vs customizations, update set migration, cloning of environments, management of groups/users and data management.
4+ years of experience developing and implementing ITSM/ITIL processes and solutions from ServiceNow, Client, BMC, CA etc.
5+ years of experience documenting tool requirements from 'To-Be' processes and assisting the IT organization in comparing various Vendor's tool products
ITIL v4 Foundation Certificate preferred
ServiceNOW Administrator Certification preferred

Source : Georgia IT Inc.