IT Service Management Analyst II

This is a fully remote position, open to applicants in United States.

📋 Description

• Administer, configure, and provide support for IT Service Management tools, primarily ServiceNow, encompassing forms, fields, workflows, and platform data.

• Design, document, and continuously enhance ITSM processes and workflows within ServiceNow.

• Monitor the performance of ServiceNow, troubleshoot platform and process-related issues, and coordinate their resolution.

• Offer technical support and training to ServiceNow users, fulfillers, and stakeholders.

• Create and maintain reports, dashboards, filters, and data views within ServiceNow.

• Support and oversee the IT Change Management process within ServiceNow across Standard, Normal, Expedited, and Emergency Changes.

• Act as a ServiceNow fulfiller administrator and power user for Requests, RITMs, Catalog Tasks, Incidents, Major Incidents, Change Requests, and Problem Records.

• Audit, validate, and rectify ITSM data, including CMDB records, tickets, locations, assignments, and categorization.

• Identify, create, coordinate, and manage Problem Records for non-major incidents.

• Create and maintain internal IT and End-User Knowledge Base articles.

• Lead and manage the IT Asset Reclamation process for end-user computing devices.

• Collaborate with IT teams, process owners, and business stakeholders on ServiceNow and ITSM process enhancements.

• Test and validate enhancements, configuration changes, workflows, and platform releases in ServiceNow.

• Develop and maintain documentation, procedures, work instructions, and training materials for ServiceNow and ITSM processes.

• Participate in and possibly lead ITSM or ServiceNow-related projects.

• Perform additional duties as assigned.

⛳️ Requirements

• A Bachelor's Degree in Information Technology, Computer Science, or a related field is required.

• An equivalent combination of education and/or experience may be considered.

• A minimum of three (3) years of relevant experience.

• Proficient in ServiceNow, covering ITSM modules, reporting, and CMDB.

• Strong interpersonal skills, leadership capability, and a positive demeanor.

• Exceptional verbal and written communication skills adapted for diverse audiences, including executives.

• Ability to adapt and excel in dynamic, fast-paced environments.

• Confidence and expertise in directing others under pressure while maintaining focus and achieving optimal customer outcomes.

• Excellent customer-facing skills.

• Outstanding organizational and coordination skills.

• Strong analytical abilities for effective decision-making and problem-solving.

• Proficient technical troubleshooting skills.

• Excellent communication and training capabilities.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• Employer Paid Basic Life Insurance and AD&D.

• Voluntary Life Insurance (Employee/Spouse/Child).

• Health Care and Dependent Care Flexible Spending Accounts.

• Pre-Tax and Post-Tax Commuter and Parking Benefits.

• 401(k) Retirement Savings Plan with Company Match.

• Paid Time Off.

• Paid Parental Leave.

• Short-Term and Long-Term Disability.

• Tuition Reimbursement.

• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!).