ServiceNow Operational Analys

Required Skills, Knowledge and Abilities:

• 5+ years’ experience in ServiceNow development and production support/DevOps.
• Experience working in a fast-paced IT operations/support team in a ServiceNow environment.
• Proficient in daily operations including incident, change, and request management tasks.
• Experience working across various ServiceNow Modules (ITSM, HRSD, ITOM, CSM, Agent Workspace, Portal).
• Proficient in JavaScript, REST/SOAP integrations, Flow Designer, and other platform tools.
• Understanding of how ITIL practices work together to provide effective service management product lifecycle and create business value and positive customer outcomes.
• Experience with the SDLC including Requirements Analysis, Design, Installation, Development, Testing (application code and user acceptance), and Deployment.
• Experience in working closely with QA teams, reviewing test plans.
• Experience in assessing and solving medium to complex issues imposed by nature of business, also, to carry out detailed impact assessments for proposed change requests, proposing alternative cost-effective solutions where appropriate.
• Proven experience and comfortable in managing multiple priorities and relationships with stakeholders to ensure deliverables meet critical business needs and timelines
• Strong time management and self-motivation skills
• Deep technical capability and ability to drive technical conversations and changes aligned with project and digital technology goals
• Self-starter, adaptable, detail oriented, strategic thinker
• Action oriented and results driven with an ability to drive new and innovative solutions in alignment to the organizations / functions strategy
• Ability to clearly and succinctly communicate with multiple levels in the organization.
• Experience supporting a large customer base.
• Experience with SAFe and Agile software development methodologies.
• Excellent written and verbal communication skills.
• Excellent interpersonal and collaboration skills required to work with different levels of business leadership, business users.

Required Education and Experience:

• This position typically requires a Bachelors’ Degree in IT or related field and at least 5+ years of applicable professional experience or a Masters’ degree and 5 years of experience.

Preferred Qualifications:

• Certified ServiceNow Administrator
• Certified ServiceNow Developer
• ITIL Certification

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