ITSM Systems Process Analyst

Purpose of Role: The Information Technology Systems Process Analyst will be a thought leader for IT Enterprise Systems concerning IT service processes best practices with a mindset for continuous improvement and excellent customer service. This position is responsible for creating and transitioning operations to new and improved processes and procedures for IT E ow platform, as well as the ongoing analysis of process improvement.

Essential Functions: Responsible to determine stakeholder needs, architect solutions and evaluate high level design issues relating to platform, enterprise software and integrations with other systems. Responsible for creation of requirements, test plans, test cases and testing for any Service Now automation or modifications. Collect, consolidate and analyze metrics to facilitate decisions related to service improvements. Identify / analyze trends. Design, develop and build Forms/Workflows/Catalog Items/Metrics/Reports/Dashboards based on user requirements. Observe change and release management processes to fulfill responsibilities. Provide assistance and resolution to issues/concerns/queries raised by stakeholders. Monitor the health and performance of ServiceNow, Mobile, and Web application instances. Work on performance optimization for the ITSM / ServiceNow applications. Work directly with IT teams to evaluate current and future changes to the environment and develop process solutions. Build initial project plan and adhere to larger project plans to finish tasks as assigned and update stakeholders of date/scope/task changes. Ensure project dependencies are clearly defined, documented and communicated appropriately in terms of time required to complete. Serve as a liaison between developers and business team members. Creates detailed documentation to explain, retain and transfer information/knowledge to other teams. Facilitate the software development lifecycle (SDLC). Perform off hours support and on-call as required. Industry Currency: Maintain knowledge of current & emerging technologies and trends by attending industry forums, trade associations, training, conferences, webinars and regularly reviewing trade journals and literature. Use this knowledge to benefit the Judiciary through implementation of improved technologies, methods and practices while protecting the Judiciary’s information assets.

Education: Bachelor’s Degree from an Accredited College or University.

Experience: Five (5) years of IT experience in large-scale enterprise environment with a minimum of three (3) years of experience in designing, developing, testing, implementing and maintaining ITSM frameworks.

Note: Professional work experience as defined above may be substituted on a year for year basis.

Skills/Abilities:

• Functional and technical knowledge of ServiceNow Business Management modules
• Functional and technical knowledge of ServiceNow Service Management modules
• Functional knowledge of IT Service Management (ITSM) frameworks
• Functional knowledge of PMP project management processes
• Strong analytical, problem solving skills
• Strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates
• Demonstrated ability to effectively balance multiple responsibilities which may frequently change
• Ability to learn information quickly and apply risk/control considerations which impact downstream decisions
• Ability to interface effectively with internal and external auditors
• High degree of professionalism and personal integrity
• Ability to maintain high level of confidentiality
• Excellent interpersonal skills and effectively handle sensitive situations and people
• Excellent facilitation skills, with ability to foster collaborative relationships with Enterprise Systems leadership
• Ability to work well under pressure
• Ability to work with a high degree of independence
• Ability to work collaboratively with others to achieve defined goals
• Excellent written and verbal communication skills, effectively tailoring the communication to the needs and experience of the intended audience
• High absorption rate for understanding new technologies
• Stay actively involved with industry peers to stay current with ITSM practices and methodologies