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ServiceNow Analyst

Company: Christus Health
Location: Irving
Posted on: September 15, 2019

Job Description:

Description

The ServiceNow Analyst I role is a hands-on configuration and administration role requiring continuous collaboration with internal and external stakeholders related to configuration, testing, implementation and overall stakeholder satisfaction. The role is a heavily focused on the documentation and configuration of the platform using ServiceNow's UI (User Interface) based configuration capabilities -- i.e., business rules, workflow, forms, and list views.MAJOR RESPONSIBILITIES



  • Monitor ServiceNow ticket queue to assist with answering questions, resolving incidents/issues, and supporting related service requests
  • Create and maintain business requirements, system drawings and configuration documentation, as well as policy, procedures, process and work instructions.
  • Perform daily / regular system checks and performance reviews to include reporting, integration, capacity planning, software release and preventative maintenance.
  • Create ad hoc queries, system reports, dashboards and assist with role, access, audit and security administration.
  • Conduct analysis, create test cases (traceable to business requirements), execute tests -- i.e., unit, system end-to-end integration, load, performance and UAT -- and document results to validate enhancements or bug/defect fixes prior to promoting changes to production.
  • Adhere to change control and enforce change management policies and procedures.
  • Assist with developing user training documentation and end user / quick reference guides.
  • Create and update knowledge base articles to improve support team effectiveness.
  • Comply with organizational ITIL and ITSM standards
  • Assist with Information Management (IM) projects, as needed.




    Requirements

    A. Education/Skills



    • Bachelor's degree in Computer Science or equivalent experience


      B. Experience



      • 0-2 years working with the ServiceNow platform as an Analyst or Administrator
      • Strong analytical and problem-solving skills
      • Excellent verbal and written communication skills
      • Some familiarity with Service Desk operations and processes is desired
      • Understanding and/or knowledge of Agile, JavaScript, HTML, and/or CSS is desired


        C. Licenses, Registrations, or Certifications



        • Preferred -- ServiceNow Certified Administrator
        • Preferred -- ITIL v3 Foundations certification.

Keywords: Christus Health, Irving , ServiceNow Analyst, Professions , Irving, Texas

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