Job Description

of Essential Functions

The Service Desk Analyst is responsible for making changes in ServiceNow to meet business needs, including integration with other systems. This role involves designing, analyzing, and implementing ServiceNow solutions to meet business and IT requirements. The analyst works with stakeholders, IT teams, and development teams to ensure solutions are delivered on time and meet quality standards.

Educational Requirements

• High school diploma or equivalent required.
• University degree in Healthcare, Computer Science, Management Information Systems, or related subjects preferred, not required. Work experience may be considered as a substitute for degree.
• Must be able to communicate effectively in English, both verbally and in writing.

Knowledge/Skills/Abilities

• Experience in tracking and managing software and hardware assets.
• Proficiency in IT Operations Management (ITOM) and IT Service Management (ITSM) software, with experience using tools like ServiceNow, Snow, or SAM tools.
• Experience working with software licensing agreements and ensuring compliance.
• Experience in a customer service role.
• Familiarity with IT Infrastructure Library (ITIL) principles.
• Preferred experience with ServiceNow platform capabilities. If not experienced, must obtain ServiceNow certification within a set time frame per manager.
• Exceptional client relationship skills and effective communication skills.
• Understanding of IT operations processes and computer skills.
• Strong understanding of professional and managed service environments.
• Effective presentation skills.
• Excellent problem-solving skills and the ability to articulate technical issues and solutions.
• Ability to work collaboratively with diverse teams and stakeholders.
• Strong organizational skills, with the ability to manage multiple tasks and priorities.
• Strong reporting skills to analyze and present data effectively.

Preferred Qualifications

• Experience in JavaScript, HTML, CSS, AngularJS, Python, SQL, REST/SOAP APIs, or PowerShell.
• Certifications such as ITIL, CSAM, IAITAM, or other relevant certifications.
• Experience with end-to-end workflow management tooling, remediation, SLAs, and exceptions.
• Knowledge and hands-on experience with software programming, SDLC, code repository, and version controls.
• ITIL Foundations Certification.
• Experience with Agile PM process.

Physical Requirements

• May be expected to lift over twenty-five (25) pounds.
• Ability to distinguish between numbers and symbols.
• Hand-eye coordination and manual dexterity with substantial movement of wrist and/or fingers.
• Corrected vision and hearing to normal or near normal range.
• May be required to take rotating call to support the applications

Duties and Responsibilities

• ServiceNow Configuration and Management: Responsible for making changes in ServiceNow to meet business needs, including integration with other systems. Configures platforms to align solutions with business goals and technical capabilities.
• Requirements Gathering: Works with stakeholders and end users to understand their goals and areas for improvement. Gathers and documents requirements to ensure solutions meet business needs.
• Process Design and Improvement: Identifies bottlenecks, streamlines workflows, and automates tasks to improve efficiency and effectiveness.
• Data Analytics: Uses data analytics to assess processes and determine requirements. Analyzes data to identify trends and areas for improvement.
• Inventory Management: Tracks and manages software and hardware assets to ensure accurate inventory and compliance.
• Software License Management: Manages software licensing agreements and ensures compliance with licensing terms.
• Technical Support: Provides technical support to end-users, troubleshooting and resolving issues related to ServiceNow and other IT systems.
• Documentation: Creates and maintains detailed documentation of configurations, processes, and changes. Ensures documentation is up-to-date and accessible.
• Training and Support: Provides training and support to end-users on ServiceNow and other IT systems. Ensures users are knowledgeable and comfortable with the systems.
• Collaboration: Works closely with IT teams, development teams, and stakeholders to ensure solutions are aligned with business goals and technical capabilities.
• Continuous Improvement: Continuously evaluates and improves processes and solutions to ensure they meet business needs and industry standards.
• Reporting: Develops and maintains reports to analyze and present data effectively, supporting decision-making and process improvements.