Tarrant County · 4 hours ago
INSTITUTIONAL PERFORMANCE ANALYST (ServiceNow)
Tarrant County, TX
Full-time
Hybrid
Mid, Senior Level
3+ years expTarrant County is seeking an Institutional Performance Analyst to enhance customer satisfaction and efficiency through performance management initiatives. This role involves implementing programs, conducting data analysis, and providing system administration for the ServiceNow platform to support organizational goals.
CommunitiesGovernmentHealth CareLaw EnforcementPublic Safety
No H1B
Responsibilities
Builds and implements the department’s institutional advancement and performance management improvement programs of moderate complexity leading to a positive and measurable impact on IT using industry accepted frameworks
Successfully plans, executes, monitors, controls, and closes all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform
Develops processes with ServiceNow that improve customer experience in the Service Portals
Assists with research and design of appropriate organization-wide process and performance improvement by implementing consistent system workflow, standardization of service management processes, and quality training
Performs IT assessments and provides recommendations to build improvement plans and portfolios
Maintains the IT Service Management (ITSM) system including upgrades, enhancements, improvements, and ongoing care and feeding of the ITSM system of moderate complexity
Implements workflow, writes custom code, tailors screens, sets up reports, imports data and answers technical and application questions for the ITSM system and tool sets
Maintains the ITSM tool sets utilized enterprise-wide for the Institutional Advancement and Performance Management group
Assists manager with creating moderately complex comprehensive auditing and compliance reporting, KPIs and scorecards to drive process and performance improvement based on industry-accepted frameworks such as ITIL, etc. Assists and develops process improvements in support of achieving organizational certification goals
Develops, advises, coaches and teaches with respect to leading practices and improvement initiatives of moderate complexity for peers
Prepares, creates, verifies and validates all trending, metrics, KPIs, key results measures (KRM), and scorecard reporting and dashboards
Assists with setting and reinforcing standards and implementing processes within the process and performance improvement business function
Develops internal procedures for system use and operation in accordance with ITD policies. Develops and documents performance improvements requirements
Participates in professional development and training
Performs all other related duties as required
Qualification
Required
Bachelor's degree + Three (3) full-time years of experience leading IT Service Management (ITSM), process and performance management and improvement, and data analytics or performance reporting programs. Including, Two (2) years of experience administering and supporting ITSM systems and tool sets. Including, One (1) year of experience with development and implementation of process automation within ServiceNow ITSM modules – Incident, Problem, Change, Configuration, and Knowledge Management
Associate's degree + Five (5) full-time years of experience leading IT Service Management (ITSM), process and performance management and improvement, and data analytics or performance reporting programs. Including, Two (2) years of experience administering and supporting ITSM systems and tool sets. Including, One (1) year of experience with development and implementation of process automation within ServiceNow ITSM modules – Incident, Problem, Change, Configuration, and Knowledge Management
High School Diploma or GED + Seven (7) full-time years of experience leading IT Service Management (ITSM), process and performance management and improvement, and data analytics or performance reporting programs. Including, Two (2) years of experience administering and supporting ITSM systems and tool sets. Including, One (1) year of experience with development and implementation of process automation within ServiceNow ITSM modules – Incident, Problem, Change, Configuration, and Knowledge Management
Good understanding of technical and functional design requirements related to ServiceNow
Skills to design workflow automation with Flow designer
Knowledge of Excel or SQL Reporting Services, Java and Java scripting, coding capabilities, relational databases, SharePoint and SharePoint Designer is required
Ability to conduct research in industry-accepted frameworks for performance improvements a must
Employee must demonstrate keen attention to detail, be team-oriented and skilled in working within a collaborative environment to drive organizational change
Preferred
Information Technology Infrastructure Library (ITIL) certification preferred
Certification in ITSM system and tool set administration and support is a plus
Background in performance management and improvement programs relating to industry accepted frameworks such as ITIL, etc
Expert-level knowledge in configuring and maintaining an ITSM system and associated tool sets
Knowledge of applied statistical analysis is preferred
Demonstrated experience and competence in a cross-functional organization with a focus on IT Service Management and industry accepted frameworks such as ITIL is preferred
Good written, oral, and interpersonal communication skills
Benefits
Superior health, retirement, and insurance benefits
Company
Tarrant County
Tarrant County is a government administered community that ensures public health, safety, employment, and law enforcement services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Russell Scott
Deputy Chief Information Officer
Recent News
Dallas Business Journal
2025-03-16
Dallas Business Journal
2025-03-16
Company data provided by crunchbase