ServiceNow Analyst

Position Summary:       

Yeshiva University (YU) is seeking a ServiceNow Analyst position. This position will coordinate and perform the IT Department's ServiceNow initiatives on an enterprise scale and report directly to the IT Technical Director.

The SNOW Analyst is responsible for providing technical leadership and overseeing the implementation, configuration, and maintenance of the ServiceNow platform to support YU’s IT service management and business process automation needs. The role involves coordinating a team (internal/external) of ServiceNow end-users and collaborating closely with clients, shareholders, and cross-functional teams to gather and understand business requirements and translate them into technical designs. Additionally, the SNOW analyst provides consultative technical leadership, creates architecture designs, and ensures that ServiceNow solutions align with business objectives.

Position Responsibilities:

• Act as an analyst in defining the platform strategy offerings, solution architecture, design, integration, and best practices of the ServiceNow platform.
• Prioritize current requests and map the future state of the ServiceNow platform
• Champion the ServiceNow space and advocate for best practices and policies
• Set clear objectives, provide guidance, and foster a collaborative and innovative team culture.
• Drive the delivery of all ServiceNow-based solutions, providing leadership and guidance to the team.
• Evaluate business requirements to determine what workflow, integration technologies, system architectures, and configurations should be employed to meet business objectives efficiently and effectively.
• Oversee the implementation, configuration, and maintenance of the ServiceNow platform to support YU IT service management and business process automation needs
• Maintain and ensure Change Management and ServiceNow maps to service management processes
• Provide support throughout the organization
• Maintain records and keep thorough documentation
• Lead the team of ServiceNow administrators, developers, and analysts, both internal/external.
• Collaborate with clients and cross-functional teams to gather and understand business requirements and translate them into technical designs
• Identify, diagnose, research, track, and resolve technical issues
• Provide consultative technical leadership and create and develop dashboard reporting
• Ensure that deadlines are met, schedules are current, and objectives are achieved
• Serve as a point of escalation for the customer and technical staff, remove obstacles, and provide solutions when needed

ServiceNow Platform Management:

• Oversee the day-to-day operations of the ServiceNow platform.
• Collaborate with cross-functional teams to gather requirements and design efficient IT service management processes.
• Plan and execute ServiceNow upgrades, patches, and enhancements while minimizing disruptions.

Configuration and Development:

• Configure and customize ServiceNow modules to meet the YU’s evolving business needs.
• Develop and maintain workflows, scripts, and integrations to automate and improve processes.
• Ensure data integrity and security within the platform.

Incident and Problem Resolution:

• Lead the resolution of complex incidents and problems related to ServiceNow functionality.
• Implement best practices for monitoring and maintaining system stability.

Documentation and Training:

• Create and maintain comprehensive documentation of ServiceNow configurations and processes.
• Provide training and support to end-users and IT staff on ServiceNow features and best practices.

Vendor and Stakeholder Management:

• Collaborate with external vendors and consultants for ServiceNow-related projects.
• Build strong relationships with internal stakeholders to understand their requirements and align ServiceNow solutions accordingly.

Experience & Educational Background:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent) work experience.
• Proven experience as a ServiceNow administrator or developer.
• In-depth knowledge of ServiceNow platform configuration, scripting, and integration capabilities.
• Technical proficiency with at least 2 of the following ServiceNow modules:
• IT Service Management (ITSM)
• IT Business Management (ITBM)
• IT Operations Management (ITOM)
• IT Governance, Risk, and Compliance (IT GRC)

Skills & Competencies:

• Excellent communication,