5083520 IT ANALYST/ServiceNow Developer

SAN ANTONIO (SAT)

Brief Summary

                            IT ANALYST/ServiceNow Developer

Required skills:
Process-oriented; able to clearly articulate and depict processes – 5 years
ITIL (v3 or v4) Foundations certified; would prefer higher levels of ITIL certifications – 2-5 yrs 
Cross-team collaboration – 2-5 years
ServiceNow (prefer “London” version)
RTC or Jira 
Flow tools 

Daily tasks:
a.	Provide governance over ITIL processes, specifically around Incident Management, Knowledge Management and Request Management processes 
b.	Create process documents for IT Service Management disciplines
c.	Clearly articulate ITIL processes to customers
d.	Partner with IT Help Desk and domain teams to ensure proper Incident Management processes are followed
e.	Collaborate across teams to communicate and ensure adherence to processes
f.	Create test cases for, and provide validation to, changes implemented on ServiceNow platform
g.	Create training materials on process changes
h.	Provide analytics on adherence to KPIs
i.	Collaborate with internal team to create strategy to enhance governance of ITIL process
j.	Create Knowledge Management templates and ensure adherence across domain teams