ITSM Process Analyst - Princeton University

Overview:

The ITSM Process Analyst will help to define, implement, communicate, and improve service management processes based on industry best practices like ITIL. The position owns and manages specific service management processes, but also participates in others supported by the team, in order to enhance the reliability and value of IT and other services. 

Responsibilities:

• Coordinating, planning, analyzing, and delivering functional requirements across Princeton University 
• Managing required changes or enhancements in coordination with Process Owners, Service Owners and various Service Management governing bodies 
• Facilitating process improvement prioritization meetings with stakeholders to determine overall order for implementing improved processes and enhancements 
• Providing technical and analytical expertise in configuring and extending the ServiceNow platform 
• Collaborating with the process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standards 
• Leading efforts to identify, define, and analyze system requirements to meet the expectations of stakeholders, schedule timelines, and budgetary targets 
• Facilitating UAT sessions for ServiceNow solution deliverables, writing test scripts, and working with the testers and end users to achieve sign-off 
• Recommending and creating new guidelines, best practices, and standards relative to delivery, configuration, and support of the ServiceNow platform 
• Contributing to the development, testing, documentation, and debugging of custom solutions and application enhancements, (e.g., forms, workflows, interfaces with other systems) 
• Maintaining a repository for all documentation including process flows and specifications 
• Providing escalated level of troubleshooting and complex problem solving related to ServiceNow process modules to stakeholders 
• Working with the ServiceNow product team to provide input to product roadmaps
• Leading integration efforts associated with networking, technical operations and other application teams (for various applications including Archibus, PeopleSoft, ClearPass, Infoblox) and finance and treasury constituents 
• Using metrics and data to identify and measure the effectiveness of process improvement opportunities 
• Training and mentoring IT and SMO staff on ServiceNow solution configuration and delivery 
• Partnering with Talent Development, identify key learning objectives for supported business process solutions and contribute to the development of training materials for the wider campus community  
• Draftingtraining aides,instructions,and guides  
• Maintaining a repository for all documentation including process flows and specifications 
• May perform other duties as assigned 

Qualifications:

Essential Qualifications

• Minimum 5 to 10 years of work experience, preferably in a service management environment 
• Strong knowledge of the full software/application development cycle, particularly in an agile environment: design, coding, testing, release, maintenance and the ability to document requirements for custom code and development 
• Proven strong contributor with excellent verbal/written communication skills 
• Proficient in mapping business rules to processes 
• Ability to elicit, interpret and analyze functional and technical requirement documents 
• ITIL Foundations certification required
  
• 4 to 6 years of experience managing people, process, or projects, including at least 2 years of service management experience 
• Proficient in reporting software, ITSM tools, wireframing, diagramming and project management software 
• Understanding of complementary industry standards, such as SDLC, Agile, etc. 
• Education: BA or BS required; MA or MS or other advanced degree in a field related to business or information technology management highly desirable   

Preferred Qualifications

• ServiceNow Enterprise ITSM software experience required. 
• ServiceNow administrative training a plus. 
• ITIL intermediate certifications strongly preferred
• ITIL Expert certification preferred 

 

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS

Standard Weekly Hours:36.25Eligible for Overtime:NoBenefits Eligible:YesProbationary Period:180 daysEssential Services Personnel (see policy for detail):NoPhysical Capacity Exam Required:NoValid Driver’s License Required:No Experience Level:Director:#LI-JJ1