IT Service Management Analyst Lead

The IT Service Management (ITSM) Analyst will provide subject matter expertise and hands-on delivery and support of core capabilities and provide ongoing support and maturity of the IT Service Management (ITSM) product and related products and tools in the ServiceNow Platform. This person will provide an understanding of the requirements and objectives of ITSM best practices and advises product stakeholders in the execution of ITSM process activities required to enable effective operations across the organization.

1. Product Leadership:
   - Lead and oversee the development and implementation of ServiceNow ITSM and related product solutions.
   - Define the product strategy and roadmap to align with business objectives.
   - Stay abreast of industry trends and emerging technologies related to IT Service Management.
2. Team Collaboration:
   - Collaborate with cross-functional teams, including developers, analysts, and project managers, to ensure successful product delivery.
   - Provide guidance and mentorship to the ITSM product team, fostering a culture of innovation and continuous improvement.
3. Requirement Analysis:
   - Work closely with stakeholders to gather and analyze requirements, translating business needs into technical solutions.
   - Conduct regular assessments of user needs and expectations to refine product features.
4. Implementation and Deployment:
   - Planning, execution, and monitoring of ServiceNow ITSM enhancements and implementations.
   - Solutioning and development of inbound and outbound integrations with existing systems.
5. Documentation:
   - Create and maintain comprehensive product documentation, including user guides and technical specifications.
   - Provide training sessions to end-users and support teams.
6. Vendor Management:
   - Manage relationships with ServiceNow vendors and stay informed about platform updates and new features.
   - Evaluate and recommend third-party integrations to enhance the functionality of the ITSM product.
   
    

FORMAL EDUCATION: 

1. Required:

• Bachelor’s degree (or foreign equivalent) in a Computer Science, Computer Engineering, or Information Technology field of study (e.g., Information Technology, Electronics and Instrumentation Engineering, Computer Systems Management, Mathematics) or equivalent experience. 

 

1. Preferred:

• ITIL, Lean, and/or certifications 
• ServiceNow certifications 

 

KNOWLEDGE & EXPERIENCE:

1. Required:

• 8+ years delivering technology solutions including business-specific and enterprise applications in alignment with business objectives 
• Strong knowledge of the ServiceNow ITSM product
• Experience with enterprise ITSM platforms
• Experience with Scrum and Agile methodologies 

 

1. Preferred:

• Experience with Agile Scrum
• Experience with enterprise software quality assurance methodologies
• Experience with enterprise reporting technologies 

 

TECHNICAL/SKILL REQUIREMENTS:

1. Required:

• Understanding of service and case management capabilities and best practices
• Ability to work effectively in a multi-cultural environment, and to lead and influence cross-organizationally with and without direct authority.
• Exceptional ability and initiative to learn and research new concepts, ideas, and technologies quickly.
• Exceptional ability to effectively move forward on tasks even with ambiguous or changing requirements.
• Clear and concise verbal and written communication

 

1. Preferred:

• Operational configuration of ITSM and CSM platforms (i.e., ServiceNow) 

 

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa.

This position is eligible to work in the office three days a week and has the option to work remotely two days a week

Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We’ll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show! 
At Sherwin-Williams, part of our mission is to help our employees and their