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Senior ITSM Analyst – Servicenow
| Company | Invenergy |
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| Location | Chicago, IL, USA |
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| Salary | $85000 – $115000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- A Bachelor’s Degree in Information Technology or a related discipline, or equivalent work experience.
- 5+ years of relevant professional experience in ITSM focused on Problem Management.
- ITIL knowledge (at least Foundation V3 or V4).
- Demonstrated experience using and leveraging ServiceNow ITSM (Incident, Problem, Change, and Request Management) products.
- A solid understanding of all aspects of ITSM with practical experience designing, implementing, and supporting ITIL improvements.
- Can define problems, collect data, establish facts, and draw valid conclusions to benefit the organization.
- Demonstrated ability to build and maintain effective working relationships across all levels.
- Practical project management experience.
Responsibilities
- Function as the Subject Matter Expert (SME) for end-to-end Problem Management.
- Build, lead, develop and enhance Problem Management reporting, policy, process, procedures, and act at Product Owner for the Problem module on our ServiceNow platform instance.
- Drive root cause investigations with infrastructure and support teams.
- Ensure the prioritization, planning, and execution of problems achieves the best results for the company and our customers.
- Provide training, coaching and guidance to internal teams, growing ITSM best practices throughout the organization.
- Coordinate resources with teams across disciplines to ensure ITSM SLA targets are met and drive resolution for high priority tickets.
- Ensure compliance with ITSM process-specific standards and policies.
- Develop and implement ITSM evidence-driven process improvement initiatives across the organization.
- Provide oversight in design, implementation, management, and reporting on the core ITSM processes.
- Participate in the configuration, deployment, and implementation of ITSM related tools and processes.
- Participate and lead ITSM initiatives and meetings.
- Leverage knowledge and hands-on experience to identify and champion recommendations for improvement opportunities for each ITSM process area.
- Support and perform ITSM metrics and workflow analysis and suggest improvements based on findings.
- Lead requirement gathering workshops to identify use cases and value-based acceptance criteria.
Preferred Qualifications
No preferred qualifications provided.
