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ITSM Process Analyst in Smyrna, GA at Genesys Talent LLC

Date Posted: 2/28/2019

Job Snapshot

  • Employee Type:
  • Location:
    Smyrna, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

We have an exciting new opportunity for am ITSM ServiceNow Process Analyst for a 6+ month contract to hire opportunity in Atlanta, GA (30082).  The office is located in Smyrna right off the interstate and there are some remote opportunities after you've been trained up.  We are able to work W2 on this role or with someone's organization.

Some background information:
  • You will be working with a 2 member team - a Manager and a ServiceNow Guru.  They need help with gathering requirements from the business side, defining & designing processes, and documentation.  
  • They are a growing organization that just recently went through some acquisitions.  They need to bring on this resource as soon as they possibly can.  They would ideally like to bring this person on full time after the contract.  

Role Description:
  • Responsible for advancing and sustaining the company’s IT service management strategies within IT to support the business.  
  • This position supports the current implementation of the ServiceNow platform for incident and change requests.  
  • Additionally, this role will expand and support the implementation of future modules (procurement, resource, demand management, etc.).  
  • The ITSM Analyst II will independently prioritize, analyze, configure, and implement requested changes to the OneIT (ServiceNow) system. 
  • This role will critically analyze business processes and map them to the ServiceNow tool to enable improvement and gain efficiencies in operations while reducing overhead and cost.

Essential Duties and Responsibilities:
  • As an ITSM Analyst II, you will be responsible for the following duties:
  • Independently perform evaluations of business/operations that require supporting technical process functions to determine necessary requirements for the ServiceNow tool enablement.
  • Critically analyzes current processes and independently models new or more efficient processes as replacements. Develops required changes and implements what’s needed with minimal supervision.
  • Responsible for reviewing ServiceNow software release upgrades and determining impact on existing processes. Make any modifications required, test, and implement changes to the platform.
  • Creates, maintains, or adapts ServiceNow related metric information to support the effective use of scorecards, Key Performance Indicators, and Service Level Agreements within Corporate IT.
  • Implements new or changed processes in support of the business.
  • Interacts with internal associates throughout the organization as a representative of Corporate IT.
  • Performs as a team player willing to assume tasks regardless the size or responsibility.

  • 2+ years of prior experience in Service Management as a Business Analyst, Process Analyst, or equivalent role (ServiceNow preferred but similar product experience accepted) 
  • Strong experience in process creation and evaluation and process documentation
  • Demonstrated experience in running large business and/or service process initiatives
  • Demonstrated knowledge in common data query tools such as Excel, MS Access, SQL, and Essbase
  • Demonstrated ability to critically evaluate existing processes.
  • Demonstrated experience in handling metrics, KPIs, SLA reporting.
  • Familiarity with ServiceNow platform and modules
  • Education and/or Experience: Bachelors’ degree or higher    

Computer Skills:
  • Microsoft suite with emphasis on Excel, PowerPoint, Word
  • Background and experience with ServiceNow platform.
  • ServiceNow platform experience required

Other Qualifications:
  • Project leadership experience is a plus
  • Wholesale or retail experience is a plus
  • Technology background required
  • Six Sigma / Lean certifications are a plus
  • ITIL background and certifications a plus

Language Skills: 
  • Fluent in the English language.

Mathematical Skills and Reasoning Ability:  
  • Must be excellent.  
  • Demonstrated ability to work independently with business critical and confidential financial and company information in support of senior leadership direction and decisions.  
  • Must possess the ability to identify, analyze, and generate new or re-worked business and technical processes.  
  • Recommend and implement policies conducive to the success of IT procurement and as an organization.