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IT Service Management Process Analyst
| Company | Sierra Nevada Coporation |
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| Location | Lone Tree, CO, USA |
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| Salary | $94345.12 – $129724.54 |
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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
- Bachelor’s Degree in a related field with at least 6 or more years of relevant experience
- Higher education may substitute for relevant experience
- Relevant experience may be considered in lieu of required education
- Strong experience with Windows and Microsoft Office lifecycle management and managing 3rd party licenses software
- Extensive ITIL understanding and multiple certifications
- Bachelors Degree in Information Technology/Computer Science or equivalent work experience and, typically, 6 or more years of related experience
- 6+ years experience in an enterprise IT organization
- 6+ years experience in IT Service Management
- Extensive experience designing and implementing ITSM initiatives
- Minimum of 2 years of experience using ServiceNow as an end user, with basic knowledge of reporting, dashboards, and how the platform uses workflows
- Ability to understand complex business needs and adapt appropriately
- Ability to work closely with the Principal Architect, Principle Developer and the ServiceNow team to plan and roadmap ServiceNow functionality to maintain and anticipate business needs
- Comfortable leading both technical and organizational context discussion
- MS Office, Visio, Swim Lane Diagrams, agile methodologies
Responsibilities
- Develop, maintain, and provide enterprise-wide visibility into the ITSM road map
- Drive maturity, as needed, across the agreed ITSM processes
- Work with service owners to understand their needs and translate them into ServiceNow requirements. Compile those user requirements into Stories
- Focus on a variety of process areas including, but not limited to Service Portal, Service Catalog, Incident, Problem, Change, Knowledge, Release / SDLC, Asset Management, Human Resource Management, Configuration Management (CMDB), Mobility and Reporting
- Drive KPI / reporting maturity using ServiceNow and PowerBI
- Manage multiple projects concurrently while maintaining a high level of attention to detail
- Participate in, and possibly lead the IT Change Management process, including Change Advisory Board (CAB) meetings
Preferred Qualifications
- Extensive COBIT understanding
- Multiple ITIL certifications
- Certified ServiceNow Admin (CSA) Certification
- ServiceNow experience and in-depth knowledge of ITSM, CMDB, SAM/HAM, HR, Facilities, and other ServiceNow offerings
