ServiceNow ITSM Process Analyst

The ITSM process analyst is a member of the team within the Service Management Office responsible for defining, implementing, and continually improving the ITIL-based service management processes and best practices for managing OIT and other campus department services. The ITSM process analyst owns and manages a set of service management processes and contributes to the development of other service processes supported by the team, with the goal of enhancing the reliability and value of IT and other services. 

Project and Business Relationship Management

• Responsible for planning, organizing, and directing the completion of specific IT Service Management projects while ensuring projects are completed on time, on budget, and within scope 

• Lead efforts to identify, define, and analyze system requirements to meet the expectations of stakeholders, schedule timelines, and budgetary targets  

• Facilitate User Acceptance Testing (UAT) sessions for ServiceNow solution deliverables, write test scripts, and work with testers and end users to achieve sign-off 

ITSM Process Analysis

• Coordinate, plan, analyze, and deliver functional requirements across Princeton University  

• Manage required changes or enhancements in coordination with Process Owners, Service Owners and various Service Management governing bodies  

• Facilitate prioritization meetings with stakeholders to determine overall order for implementing improved processes and enhancements  

• Provide technical and analytical expertise in configuring and extending the ServiceNow platform  

• Collaborate with process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standards 

Technical and Integration Support  

• Recommend and create new guidelines, best practices, and standards for the delivery, configuration, and support of the ServiceNow platform  

• Contribute to the development, testing, documentation, and debugging of custom solutions and application enhancements, (e.g., forms, workflows, system interfaces)  

• Provide escalated level of troubleshooting and complex problem solving related to ServiceNow process modules to stakeholders  

• Lead integration efforts associated with networking, technical operations and other application teams 

Process Ownership

• Use metrics and data to identify and measure the effectiveness of process improvement opportunities  

• Work with the ServiceNow product team to provide input to product roadmaps 

Training and Documentation 

• Train and mentor IT and SMO staff on ServiceNow solution configuration and delivery  

• Partner with Talent Development, identify key learning objectives for supported business process solutions and contribute to the development of ServiceNow training materials for the wider campus community   

• Draft training aides, instructions, and guides   

• Maintain a repository for all documentation including process flows and specifications 
• May perform other duties as assigned 

Essential qualifications:  

• Minimum 5 years of work experience, including at least 2 years of service management experience  

• 2 years of experience managing projects or processes 

• ITIL Foundations certification required  

• 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  

• Proficient in reporting software, ITSM tools, wireframing, diagramming and project management software  

• Education: BA or BS or equivalent experience 

Preferred qualifications:  

• ServiceNow Enterprise ITSM software experience 

• ServiceNow administrative training  

• ITIL Intermediate certifications 

• ITIL Expert certification

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