Job Description

Need: The resource is required to:

Meet with various parties involved in each process to document current activities.
Assess and determine if these activities can be streamlined.
Gain consensus on the streamlined approach and build these processes into ServiceNow. Identify reports, SLAs, and KPIs to measure performance and timeliness.
Possess an understanding of available business rules, triggers, criteria, and actions to construct these workflows' automation effectively.
Knowledge and Years of Experience
ITIL/Service Management - 2 years
ServiceNOW, FootPrints, or other ITSM tools experience - 2 years
Knowledge of the available types of rules and the triggers, criteria, and actions that are used to construct automation of the standard, repetitive actions that occur in a business environment - 2 years

REQUIRED SKILLS and Years of Experience
Overall technical business analyst experience - 7 years
Experience with Service Management (ServiceNOW preferred or similar IT Service Management tools) - 2 years
Experience in automating workflows in a Service Management application - 2 years
Strong technical problem-solving skills experience - 2 years
Experience communicating complex concepts to technical and non-technical stakeholders - 2 years

DESIRED SKILLS
Knowledge of ServiceNOW to automate workflow management - 1 year
Process improvement experience - 1 year
Ability to identify value-added steps and eliminate non-value-added steps in workflows - 1 year
Experience identifying and establishing KPIs and reports - 1 year
EDUCATION - Bachelor's Degree or equivalent certification

Required/Desired Skills

SkillRequired /DesiredAmountof Experience
Overall technical business analyst experienceRequired7Years
Experience with Service Management (ServiceNOW preferred or similar IT Service Management tools)Required2Years
Experience in automating workflows in a Service Management applicationRequired2Years
Strong technical problem-solving skills experienceRequired2Years
Experience communicating complex concepts to technical and non-technical stakeholdersRequired2Years
ITIL/Service ManagementDesired2Years
Knowledge of ServiceNOW to automate workflow managementDesired1Years
Process improvement experienceDesired1Years
Ability to identify value-added steps and eliminate non-value-added steps in workflowsDesired1Years
Experience identifying and establishing KPIs and reportsDesired1Years
Bachelor's DegreeRequired0

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