ITSM Process Analyst

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Job description

Overview:
The ITSM Process Analyst will help to define, implement, communicate, and improve service management processes based on industry best practices like ITIL. The position owns and manages specific service management processes, but also participates in others supported by the team, in order to enhance the reliability and value of IT and other services.

Responsibilities:
Coordinating, planning, analyzing, and delivering functional requirements across Princeton University

Managing required changes or enhancements in coordination with Process Owners, Service Owners and various Service Management governing bodies

Facilitating process improvement prioritization meetings with stakeholders to determine overall order for implementing improved processes and enhancements

Providing technical and analytical expertise in configuring and extending the ServiceNow platform

Collaborating with the process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standards

Leading efforts to identify, define, and analyze system requirements to meet the expectations of stakeholders, schedule timelines, and budgetary targets

Facilitating UAT sessions for ServiceNow solution deliverables, writing test scripts, and working with the testers and end users to achieve sign-off

Recommending and creating new guidelines, best practices, and standards relative to delivery, configuration, and support of the ServiceNow platform

Contributing to the development, testing, documentation, and debugging of custom solutions and application enhancements, (e.g., forms, workflows, interfaces with other systems)

Maintaining a repository for all documentation including process flows and specifications

Providing escalated level of troubleshooting and complex problem solving related to ServiceNow process modules to stakeholders

Working with the ServiceNow product team to provide input to product roadmaps

Leading integration efforts associated with networking, technical operations and other application teams (for various applications including Archibus, PeopleSoft, ClearPass, Infoblox) and finance and treasury constituents

Using metrics and data to identify and measure the effectiveness of process improvement opportunities

Training and mentoring IT and SMO staff on ServiceNow solution configuration and delivery

Partnering with Talent Development, identify key learning objectives for supported business process solutions and contribute to the development of training materials for the wider campus community

Drafting training aides, instructions, and guides

Maintaining a repository for all documentation including process flows and specifications

May perform other duties as assigned

Qualifications:
Essential Qualifications

Minimum 5 to 10 years of work experience, preferably in a service management environment

Strong knowledge of the full software/application development cycle, particularly in an agile environment: design, coding, testing, release, maintenance and the ability to document requirements for custom code and development

Proven strong contributor with excellent verbal/written communication skills

Proficient in mapping business rules to processes

Ability to elicit, interpret and analyze functional and technical requirement documents

ITIL Foundations certification required

4 to 6 years of experience managing people, process, or projects, including at least 2 years of service management experience

Proficient in reporting software, ITSM tools, wireframing, diagramming and project management software

Understanding of complementary industry standards, such as SDLC, Agile, etc.

Education: BA or BS required; MA or MS or other advanced degree in a field related to business or information technology management highly desirable

Preferred Qualifications

ServiceNow Enterprise ITSM software experience required.

ServiceNow administrative training a plus.

ITIL intermediate certifications strongly preferred

ITIL Expert certification preferred

Princeton University is an and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Standard Weekly Hours:
36.25

Eligible for Overtime:
No

Benefits Eligible:
Yes

Probationary Period:
180 days

Essential Services Personnel (see policy for detail):
No

Physical Capacity Exam Required:
No

Valid Driver's License Required:
No

Experience Level:
Director

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