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Miracle Software Systems - ServiceNow Analyst

Miracle Software Systems - ServiceNow Analyst

Miracle Software Systems,Inc.Vizag
7 days ago
Job description

Description :

Role : Service Now Analyst

Job Summary :

Under the direct supervision of the IT Service Operations Manager, the Service Now Analyst (Administrator / Analyst) is responsible for the end-to-end management, administration, and continuous process improvement of the Service Now platform. This role acts as a crucial bridge between Business and Technology, defining resolution paths for technical issues, collecting requirements for the Service Now Roadmap, and overseeing the successful implementation and adoption of platform changes. A fundamental understanding of IT Service Management (ITSM) and ITIL business processes is essential.

Core Responsibilities :

ServiceNow Administration and Platform Management :

  • Provide end-to-end management of the Service Now platform, including the administration of all components, applications, and license management.
  • Configure out-of-the-box workflows and create / maintain custom workflows to meet specific business needs.
  • Configure application related fields, forms, views, email notifications, acceptance roles, and access controls.
  • Work with ServiceNow to maintain the development / test and production environments, ensuring platform stability.
  • Create and maintain a detailed view of the Service Now architecture and system design / operations documentation.
  • Develop incident and request forms in Service Now for all applicable modules.

Business Analysis and Process Improvement :

  • Act as the primary bridge, analyzing business and technical issues that arise in Production, UAT, and testing, and defining the resolution path.
  • Collect and develop requirements related to the Service Now Roadmap and drive the Service Now business strategies.
  • Create user stories, user acceptance criteria, epics, process maps, data mapping, and formal requirements documentation for ServiceNow enhancements.
  • Align Service Now platform capabilities to address defined business problems and continually identify opportunities for system and solution improvements.
  • Assist with the ROI (Return on Investment) and impact analysis for Service Now updates and assimilating new technical changes into other parts of the business.

    • Configuration and Integration :

  • Maximize Service Now software releases through configuration tasks and feature delivery.
  • Understand IT and business requirements with the ability to develop, test, deploy improvements, and update workflows.
  • Integrate Service Now application(s) with third-party systems / applications via APIs.
  • Maintain the asset tables and contribute to governance processes relating to asset management.

    • Reporting and Documentation :

  • Produce standardized reports and dashboards based on defined metrics and key performance indicators (KPIs).
  • Recommend improvements regarding the platform, processes, or reporting structure.

    • Required Qualifications & Experience :

    Experience : 2- 5 years experience as a Service Now administrator that demonstrates proven experience in all aspects of Service Now development, configuration, and administration.

    Education : University or College degree in Computer Science or related field, or equivalent work experience.

    Platform Knowledge : Strong understanding of the implementation process, including setup, configuration, and customization of Service Now.

    Project Skills : Experience with project scoping, planning, requirements gathering, pricing, and process mapping.

    Analytical Skills : Strong time management, coordination skills, and strong analytical skills to translate business needs into technical solutions.

    Preferred Skills :

    Certification (Mandatory) : Service Now Systems Administrator Certification and / or Service Now Certified Implementation Specialist is strongly desired.

    ITSM Foundation : ITIL Foundation Certification is strongly desired.

    Communication : Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences.

    (ref : hirist.tech)

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