ServiceNow ITSM and ITOM Senior Business Systems Analyst

 

ServiceNow ITSM and ITOM Senior Business Systems Analyst- Hybrid | Cary, NC

 

Nice to meet you!  

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you’re looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you’ll find it here.

 

About the job  

As a ServiceNow ITSM and ITOM Senior Business Systems Analyst, you will be pivotal in enhancing our IT service delivery and operational efficiency. You will collaborate closely with business stakeholders to understand requirements, analyze existing processes, and design and implement solutions within the ServiceNow platform. The ideal candidate will have a comprehensive understanding of IT Service Management (ITSM) and IT Operations Management (ITOM) processes and hands-on experience in configuring and optimizing ServiceNow modules. Additionally, you will act as a subject matter expert, aligning ITSM and ITOM capabilities with Customer Service Management (CSM), enabling Tech Support and SAS Managed Cloud Services. 

 

As a ServiceNow ITSM and ITOM Senior Business Systems Analyst, you will:  

• Work closely with business stakeholders to gather, analyze, and document requirements for both ITSM and ITOM processes. 

• Design, configure, and implement ServiceNow solutions for ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management. 

• Design, configure, and implement ServiceNow solutions for ITOM processes, including Discovery, Event Management, and Service Mapping. 

• Collaborate with technical teams to ensure successful implementation, integration, and ongoing support and development of ITSM and ITOM solutions. 

• Provide expertise in ServiceNow best practices for ITSM and ITOM and contribute to the overall platform governance. 

• Conduct thorough testing and validation of implemented solutions to ensure quality and reliability. 

• Develop and deliver training sessions for end-users and support teams. 

• Stay current with ServiceNow releases and updates, assessing the impact on existing configurations. 

 

Required qualifications  

• 3-5 years of experience as a ServiceNow Business Systems Analyst, with a focus on ITSM and ITOM. 

• 8+ years of Business Analyst experience.  

• Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.  

• Proven experience as a Business Systems Analyst focusing on ServiceNow ITSM and ITOM. 

• In-depth knowledge of ITSM processes and ITOM modules. 

• Hands-on experience with ServiceNow platform configuration, scripting, and integrations for ITSM and ITOM. 

• Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions. 

• Excellent communication skills with the ability to convey complex technical concepts to technical and non-technical stakeholders. 

• ServiceNow certification(s) such as Certified Implementation Specialist (CIS) or Certified Application Developer (CAD) for both ITSM and ITOM is a plus. 

 

Preferred qualifications  

• ServiceNow certification(s) such as Certified System Admin (CSA), Certified Implementation Specialist (CIS), or Certificates for CSM, ITSM, and ITOM is a plus. 

 

World-class benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans. 
• Medical plan options include…
  • PPO with low annual deductible and copays. 
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center). 
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There’s a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge! 
• An industry-leading 401k plan. 
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1. 
• Volunteer Time Off, parental leave and unlimited paid sick days. 
• Generous childcare benefits for all full-time employees 

 

Additional Inf