Process Analyst (ServiceNow)

1 month ago
Service Management Office
Information Technology
Full-Time / Part-Time


Princeton University is seeking a Process Analyst to join its Service Management Office (SMO) within the Office of Information Technology (OIT). The SMO provides leadership and direction to ensure that the services OIT provides continually meet customer needs and add value to the University. The Process Analyst helps define, implement, communicate, and improve service management processes that are based on industry best practices, such as Information Technology Infrastructure Library (ITIL). The position also owns and manages specific service management processes, and leads work stream initiatives to implement new processes that enhance the reliability and value of IT and other services.


  • Coordinate, plan, analyze, and execute functional requirements across Princeton University
  • Manage required changes and enhancements in coordination with process owners, service owners, and various service management governing bodies
  • Recommend and create new guidelines, best practices, and standards relative to the delivery, configuration, and support of the service management system (currently ServiceNow)
  • Provide technical and analytical expertise in configuring and extending the ServiceNow system
  • Provide leadership and liaise with process owners for the project team
  • Lead efforts to identify, define, and analyze system requirements to meet stakeholder expectations, timelines, and budgetary targets
  • Facilitate work sessions with stakeholders to determine overall priority for implementing improved processes and enhancements
  • Collaborate with the system administrator and implementation partners (configuration analysts and developers) to ensure processes are implemented correctly and to ITIL standards
  • Oversee release process and functionality deployment for the ServiceNow environment
  • Contribute to the development, testing, documentation, and debugging of custom solutions and application enhancements (e.g., forms, workflows, system interfaces)
  • Facilitate User Acceptance Testing (UAT) sessions for ServiceNow solution deliverables, creating test plans and collaborating with testers and end users to achieve sign-off
  • Troubleshoot and resolve complex issues related to ServiceNow process modules
  • Train and mentor IT and SMO staff on ServiceNow solution configuration and delivery
  • Document processes and maintain a repository of all documentation including process flows, requirements, and functional specifications
  • Perform other duties as assigned


  • A minimum of 5 years of experience managing processes and/or projects, including at least 2 years of experience working in a service management environment
  • Strong knowledge of the full software/application development cycle, particularly in an agile environment: design, code, test, release, maintenance, and document requirements for custom code and development
  • Proven strong contributor with excellent verbal and written communication skills
  • Proficient in mapping business rules to processes
  • Ability to elicit, interpret, and analyze functional and technical requirement documents
  • ITIL 2011 Foundations certification, required (ITIL intermediate certifications, strongly preferred; ITIL Expert certification, preferred)
  • Proficient in the use of reporting software, ITSM tools, diagramming and project management software
  • Understanding of complementary industry standards, such as SDLC and Agile
  • The final candidate will be required to successfully complete a background check


Preferred Qualifications

  • ServiceNow Enterprise ITSM software experience
  • ServiceNow administration training a plus
  • Proficient in the use of JavaScript




Bachelor’s degree; Master’s or other advanced degree in a field related to business or information technology management highly desirable  



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. EEO IS THE LAW

Salary Grade

AIT, 040

Standard Weekly Hours


Eligible for Overtime


Benefits Eligible


Essential Services Personnel (see policy for detail)


Physical Capacity Exam Required



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