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The IT Service Management (ServiceNow) Business Analyst is responsible for operational support, administration, and configuration of CPS’s IT service management tool, focusing primarily on ITSM modules. This role involves collaborating with stakeholders to identify and implement improvements, supporting existing processes, and onboarding new service management processes.
Top 5 Skills
- Proficiency with ITIL processes, particularly Request, Problem, Incident, and Change Management.
- Strong oral and written communication skills, capable of explaining complex technical issues to non-technical people and customer needs to technical teams.
- Ability to capture and develop business requirements and translate them into IT specifications.
- Experience managing multiple projects simultaneously
- Familiarity with scripting languages (JavaScript, HTML) and system integration work (e.g., web services, REST API) is a plus
Certifications/Education
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- ITIL Foundation certification or equivalent, or able to obtain within 6 months of hire.ServiceNow Certified System Administrator (CSA) or other ServiceNow certifications.
- Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Agile SAFe, Scrum Master, or ITIL certification is preferred.
Experience
- 3-5 years of Information Technology experience, particularly with ITSM and service delivery activities.
- Experience managing and configuring ITSM tools such as ServiceNow.
- 2 years of experience designing and developing process workflows and writing stories.
1 year of working on the ServiceNow platform.
