Senior Enterprise Service Management Analyst (ITIL)

CLA exists to create opportunities for our people, our clients and the communities we serve. We also, promise to know you and help you!

CLA is currently seeking a Senior Enterprise Service Management Analyst.

The Senior Analyst is responsible for administration of our cloud based workflow automation platform ServiceNow. This role is responsible for optimizing our workflow automation platform, identify opportunities for efficiencies, usability and manage future implementation plans. Primary liaison between the business, IT team and vendors.

Essential Job Functions
• Resolve issues, questions, and requests related to the implementation of the ServiceNow modules.
• Monitor and manage the application platform to ensure the application is fully functional for the business.
• Collect, evaluate, and coordinate enhancement requests for the supported application(s).
• Coordinate all patching, releases, and development efforts with the vendor and IT teams.
• Test critical business functions and approves successful implementations.
• Develop and configure methods for integrating data from external applications and files into the ServiceNow platform thru various data loads and API interfaces available thru vendors or created internally.
• Design basic and detailed specifications following internal development methodology practices.
• Create custom applications that enhance the ServiceNow platform.
• Extensive testing of solutions being delivered.
• Assist with estimation of effort for enhancements as needed.
• Creates release notes for the business users to understand fixes and/or new capabilities.
• Works with IT Trainer to produce documentation that can be utilized as self-help details.
• Review business requirement qualification documentation from Business Analyst for adherence to platform direction.

Experience
• 3 years of ServiceNow work experience is required. ServiceNow customization and integration experience is preferred.

Education
• Bachelor degree required. Combination of training, experience and education may be accepted in lieu of degree.
• Degrees in Information Technology, Computer Science, or other related degree is preferred.

Certifications / Licenses
• None required

Technical Competencies

Knowledge of ServiceNow application platform, Information Technology Infrastructure Library (ITIL) and ITIL V4 processes. Excellent written and verbal communication skills are needed. Able to work independently on multiple projects. Ability to manage multiple, concurrent projects, activities and tasks under time constraints. Ability to effectively interface with staff at all levels. Excellent communication, facilitation, and organizational skills. Strong critical / analytical thinking and problem-solving skills. Perform other duties as required or assigned.

10% Travel

#LI-MO1

CLA exists to create opportunities for our people, our clients, and our communities. We are a proud equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, disability status, protected veteran status, national origin, or any other characteristic protected by law.

Click here to learn about your hiring rights.