Senior IT Service Management Process Analyst (ServiceNow)

The Senior ITSM process analyst is a member of the Process and Data Strategy team within the Service Management Office of the Office of Information Technology (OIT). This team is responsible for defining, implementing, and continually improving the ITIL-based service management processes and best practices for managing OIT and other campus department services. The Senior ITSM process analyst owns and manages a set of service management processes, and contributes to the development of other service processes supported by the team, with the goal of enhancing the reliability and value of IT and other services.

 

As a senior member of the team with extensive experience leading and managing process workflow projects, this role is also responsible for mentoring other team members in project management and, in particular, Agile project management best practices. In addition, this analyst role also assesses and recommends team adoption of new best practices in service management.

• Research, recommend, and document best practices in service management
• Research and keep abreast of best practices in Agile project management
• Share knowledge and mentor others in best practices associated with Project Management and Agile methodology
• Coordinate, plan, analyze and deliver functional requirements related to Service Management across Princeton University
• Manage required changes or enhancements in coordination with Process Owners, Service Owners and various Service Management governing bodies
• Facilitate process improvement prioritization meetings with stakeholders to determine overall order for implementing improved processes and enhancements
• Collaborate with process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standards
• Contribute to the development, testing, documentation, and debugging of custom solutions and application enhancements, (e.g., forms, workflows, system interfaces)
• Maintain a repository of documentation including process flows and specifications
• Provide expert-level troubleshooting and complex problem-solving support for ServiceNow process modules
• Oversee User Acceptance Testing (UAT) for ServiceNow solution deliverables, develop test scripts, and work with testers and end users to achieve sign-off
• Manage to resolution any/all assigned tickets as part of the backlog management process. Escalate tickets as needed and ensure timely closure of assignments with careful attention to assigned priorities
• Function as an overall leader and serve as the liaison between service process owners and the operational IT teams for a set of processes
• Lead efforts to identify, define, and analyze system requirements to meet the stakeholder expectations, schedules, and budget targets
• Own a number of service management processes and leverage metrics and KPIs to ensure continual improvement
• Establish Service Level Agreements, Operational Level Agreements and Associated Key Performance Indicators (KPI)
• Establish reports and dashboards that measure the effectiveness of the processes and identify improvement opportunities
• Provide documentation and communication (including training) on relevant processes and procedures
• Establish roadmap for improvement based on metrics and feedback
• Train and mentor IT and team staff on ServiceNow solution configuration and delivery
• Maintain a repository for all documentation including process flows and specification

• At least 5 years of experience working with Service Management workflows and leading ITSM processes in ServiceNow
• At least 5 years of experience managing complex IT projects using Agile project methodology
• Experience leading large process improvement projects
• Experience developing, implementing and supporting business processes in a service management environment
• ITIL v4 Foundations certification
• Full understanding of and extensive experience supporting the complete software/application development cycle
• 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.
• Proficient in the use of reporting software, ITSM tools, diagramming and project management software
• Certification in project management, such as ScrumMaster and/or PMP

Preferred Qualifications 

• Intermediate and advanced ITIL certifications
• Experience with Automated Testing Framework (ATF) in ServiceNow
• Experience working in higher-education

Education

 

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

 

Princeton University is an Equal Opportunity/Affirmative Action Employer 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. EEO IS THE LAW

36.25

No

Yes

180 days

No

No

No

Director

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