What are the responsibilities and job description for the System Analyst (Service Now) position at Baker McKenzie Tampa Center?

The Systems Analyst will be responsible for translating business requirements into technical requirements and solutions within the Enterprise Service Management scope. The System Analyst is also responsible for creating and managing applications in the service management platform including overseeing the workflow and inclusion of approved processes aligned with the ITIL framework.

Responsibilities :

Focus on analysis responsibilities for the Enterprise Service Management application, including process design and development as well as testing and implementation of required and approved applications
Analyze system / application problems, design and implement workable solutions, and support such solutions to provide a reliable application with sustainable processes
Support the Firm in the use of the Enterprise Service Management tool through review and analysis of vendor-assisted resolutions, enhancements, and customizations, as approved by the Product Owner and Management
Documents and communicates key application technical and functional changes to Management
Drives operational excellence through the creation, adoption, and maturity of processes and tools aligned with the ITIL Framework
Responsible for managing, monitoring, and ensuring Continual Service Improvement (CSI) of Service Management processes and tools, with a focus on exploring process improvement, customer service strategy, and application enhancements.
Analyze methods of approach as they relate to workflow requests from end users and ensure efficiency
Work directly with other support groups in the build, test, and implement cycles of platform development, enhancements, and upgrades
Participate in other duties and projects as directed by the Service Management leadership team
This is a global role requiring regular work outside normal business hours to communicate with people in multiple time zones

Skills and Experience :

Bachelor’s Degree in Information Technology or substantial equivalent experience with an emphasis on web / application development-related field or equivalent work experience

Some experience with the ServiceNow platform and ServiceNow development is a must; ServiceNow CSA and CIS-ITSM are preferred

Experience in a legal environment is highly desirable

Thorough understanding of ITIL / ITSM processes; ITIL Certification (Foundation Certification) recommended

Experience in application design, analysis, deployment and support

Excellent JavaScript knowledge, inbound / outbound API integration

Implementation experience with the following ServiceNow applications : ITBM, ITSM, ITOM, HRSD, ITAM

Ability to work under strict deadlines, attention to detail, and the flexibility to think of alternative solutions

Ability to establish and maintain excellent working relationships at all levels of the organization as well as with outside customers and vendors where applicable

Strong analytical and reasoning abilities

Global thinking and experience is preferred

Well-developed interpersonal skills including the ability to communicate, both written and orally, and in a clear and straightforward manner

Ability to act as liaison between IT, and the Business and promote sound processes and procedures

Benefits :

In addition to standard medical, dental, and vision plans, we offer a comprehensive benefits package that includes :

Tuition Reimbursement : Support for your continued education and professional development.

Profit Sharing : Share in the company's success with our profit-sharing program.

Generous Paid Time Off : Enjoy a minimum of 20 days of PTO in your first year of employment.

401(k) Plan : Automatic enrolment with a firm contribution rate of 5%. You are 100% vested from day one, with a 50% firm match up to 5%.

Paid Monthly Parking : Up to $100 per month to cover your parking expenses.

Student Loan Repayment : Assistance to help you manage and repay your student loans.

Adoption Assistance Program : Financial support for employees expanding their families through adoption.

Referral Bonus Program : Earn $2k bonus for referring qualified candidates to join our team.

BAgile Program : Enjoy a hybrid schedule that allows you to work from home 2 days a week, in the office 2 days a week, with 1 flex day.

Salary : $100

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System Analyst (Service Now)

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