Edtech.com's Summary

Princeton University is hiring a ServiceNow ITSM Process Analyst. This position is based in Princeton, New Jersey, and will operate in an on-site setting at the Nassau Hall.

Highlights

Responsible for defining, implementing, and improving ITIL-based service management processes.
Coordinates and analyzes system requirements, managing ITSM projects within scope, budget, and timelines.
Facilitates User Acceptance Testing (UAT) and collaborates on system enhancements.
Provides technical expertise in configuring the ServiceNow platform and ensures processes adhere to ITIL standards.
Leads integration efforts and troubleshooting for ServiceNow modules.
Requires a minimum of 5 years of experience, including 2 years in service management; ITIL Foundations certification is mandatory.
Benefits eligible, with a standard work week of 36.25 hours.
Educational requirement: BA/BS or equivalent experience preferred.
ServiceNow experience and administrative training preferred.
No overtime eligibility and not classified as essential services personnel.

ServiceNow ITSM Process Analyst Full Description

Overview:

The ITSM process analyst is a member of the team within the Service Management Office 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 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.

Responsibilities:

Project and Business Relationship Management

Responsible for planning, organizing, and directing the completion of specific IT Service Management projects while ensuring projects are completed on time, on budget, and within scope
Lead efforts to identify, define, and analyze system requirements to meet the expectations of stakeholders, schedule timelines, and budgetary targets
Facilitate User Acceptance Testing (UAT) sessions for ServiceNow solution deliverables, write test scripts, and work with testers and end users to achieve sign-off

ITSM Process Analysis

Coordinate, plan, analyze, and deliver functional requirements across Princeton University
Manage required changes or enhancements in coordination with Process Owners, Service Owners and various Service Management governing bodies
Facilitate prioritization meetings with stakeholders to determine overall order for implementing improved processes and enhancements
Provide technical and analytical expertise in configuring and extending the ServiceNow platform
Collaborate with process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standards

Technical and Integration Support

Recommend and create new guidelines, best practices, and standards for the delivery, configuration, and support of the ServiceNow platform
Contribute to the development, testing, documentation, and debugging of custom solutions and application enhancements, (e.g., forms, workflows, system interfaces)
Provide escalated level of troubleshooting and complex problem solving related to ServiceNow process modules to stakeholders
Lead integration efforts associated with networking, technical operations and other application teams

Process Ownership

Use metrics and data to identify and measure the effectiveness of process improvement opportunities
Work with the ServiceNow product team to provide input to product roadmaps

Training and Documentation

Train and mentor IT and SMO staff on ServiceNow solution configuration and delivery
Partner with Talent Development, identify key learning objectives for supported business process solutions and contribute to the development of ServiceNow training materials for the wider campus community
Draft training aides, instructions, and guides
Maintain a repository for all documentation including process flows and specifications
May perform other duties as assigned

Qualifications:

Essential qualifications:

Minimum 5 years of work experience, including at least 2 years of service management experience
2 years of experience managing projects or processes
ITIL Foundations certification required
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
Proficient in reporting software, ITSM tools, wireframing, diagramming and project management software
Education: BA or BS or equivalent experience

Preferred qualifications:

ServiceNow Enterprise ITSM software experience
ServiceNow administrative training
ITIL Intermediate certifications
ITIL Expert certification

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. KNOW YOUR RIGHTS

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 : #Ll-DP1

Original Job Description

Overview:

Responsibilities:

Project and Business Relationship Management

Responsible for planning, organizing, and directing the completion of specific IT Service Management projects while ensuring projects are completed on time, on budget, and within scope
Lead efforts to identify, define, and analyze system requirements to meet the expectations of stakeholders, schedule timelines, and budgetary targets
Facilitate User Acceptance Testing (UAT) sessions for ServiceNow solution deliverables, write test scripts, and work with testers and end users to achieve sign-off

ITSM Process Analysis

Coordinate, plan, analyze, and deliver functional requirements across Princeton University
Manage required changes or enhancements in coordination with Process Owners, Service Owners and various Service Management governing bodies
Facilitate prioritization meetings with stakeholders to determine overall order for implementing improved processes and enhancements
Provide technical and analytical expertise in configuring and extending the ServiceNow platform
Collaborate with process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standards

Technical and Integration Support

Recommend and create new guidelines, best practices, and standards for the delivery, configuration, and support of the ServiceNow platform
Contribute to the development, testing, documentation, and debugging of custom solutions and application enhancements, (e.g., forms, workflows, system interfaces)
Provide escalated level of troubleshooting and complex problem solving related to ServiceNow process modules to stakeholders
Lead integration efforts associated with networking, technical operations and other application teams

Process Ownership

Use metrics and data to identify and measure the effectiveness of process improvement opportunities
Work with the ServiceNow product team to provide input to product roadmaps

Training and Documentation

Train and mentor IT and SMO staff on ServiceNow solution configuration and delivery
Partner with Talent Development, identify key learning objectives for supported business process solutions and contribute to the development of ServiceNow training materials for the wider campus community
Draft training aides, instructions, and guides
Maintain a repository for all documentation including process flows and specifications
May perform other duties as assigned

Qualifications:

Essential qualifications:

Minimum 5 years of work experience, including at least 2 years of service management experience
2 years of experience managing projects or processes
ITIL Foundations certification required
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
Proficient in reporting software, ITSM tools, wireframing, diagramming and project management software
Education: BA or BS or equivalent experience

Preferred qualifications:

ServiceNow Enterprise ITSM software experience
ServiceNow administrative training
ITIL Intermediate certifications
ITIL Expert certification

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ServiceNow ITSM Process Analyst

Edtech.com's Summary

ServiceNow ITSM Process Analyst Full Description

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