53 applicants

Company

Original Job Post

SAS · 2 days ago

Senior IT Service Management Analyst

Cary, NC

Full-time

Remote

Senior Level

8+ years exp

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Responsibilities

Participates in the development, implementation, and communication related to several Service Management processes including Incident, Problem, Change, Configuration, Asset, Event, Knowledge, Request, and Service Portfolio Management.

Facilitate and gain agreement on Configuration Management, Discovery, and Service Mapping best practices and implement a community of practice(s) within SAS.

Lead efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and support processes.

Provide business analysis support by identifying requirements for ITIL based tools and applications, specifically ServiceNow, and execute IT user acceptance testing.

Partners with IT leadership to ensure alignment and adoption of processes and tools within the overall service management strategy.

Champion ITIL best practices and their implementation throughout SAS.

Define and build the key performance indicators and critical success factors for global IT services. Analyze and report on metrics to management and other interested parties.

Act as an advisor in recommending continual service improvements to operational activities that will enhance service robustness and reliability in Problem Management Process and other processes as assigned.

Collaborate with cross-divisional teams to integrate ITSM processes with other business practices.

Other items as assigned by your manager.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ITOMIncident managementAssets managementChange managementProblem managementServiceNowConfiguration management processHands on CSDMITOM experienceEvent mappingService mappingProject managementSoftware developmentBusiness process organizationDemonstrated ability to plan leadCuriousPassionateAuthenticAccountableITIL Foundation CertificationCSDM V4ISOSOC 2FedRAMPSchrems IINISTIRAP Compliance

Required

US Citizen required

Requires a minimum of 8 years experience with ITSM process impacts with ITOM, Incident, Assets, Change, Problem process areas within ServiceNow

Requires experience as a Configuration Management Process Expert

Requires experience of hands on ServiceNow CSDM, and ITOM (discovery, event and service mapping) Extensive Experience

Strong organization and planning skills

Demonstrated ability to plan, organize and deliver deliverables

Ability to lead and own an IT Service Management process

Working knowledge of the working environment that applies to the scope of projects to be managed (may include software development, information technology, or business process

Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do.