Overview
The ITSM process analyst is a member of the team within the Service Management Office responsible for defining, implementing, and continually improving the ITIL-based service management processes and best practices for managing OIT and other campus department services. The ITSM process analyst owns and manages a set of service management processes and contributes to the development of other service processes supported by the team, with the goal of enhancing the reliability and value of IT and other services.
Responsibilities
Project and Business Relationship Management
- Responsible for planning, organizing, and directing the completion of specific IT Service Management projects while ensuring projects are completed on time, on budget, and within scope
- Lead efforts to identify, define, and analyze system requirements to meet the expectations of stakeholders, schedule timelines, and budgetary targets
- Facilitate User Acceptance Testing (UAT) sessions for ServiceNow solution deliverables, write test scripts, and work with testers and end users to achieve sign-off
ITSM Process Analysis
Coordinate, plan, analyze, and deliver functional requirements across Princeton UniversityManage required changes or enhancements in coordination with Process Owners, Service Owners and various Service Management governing bodiesFacilitate prioritization meetings with stakeholders to determine overall order for implementing improved processes and enhancementsProvide technical and analytical expertise in configuring and extending the ServiceNow platformCollaborate with process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standardsTechnical and Integration Support
Recommend and create new guidelines, best practices, and standards for the delivery, configuration, and support of the ServiceNow platformContribute to the development, testing, documentation, and debugging of custom solutions and application enhancements, (e.g., forms, workflows, system interfaces)Provide escalated level of troubleshooting and complex problem solving related to ServiceNow process modules to stakeholdersLead integration efforts associated with networking, technical operations and other application teamsProcess Ownership
Use metrics and data to identify and measure the effectiveness of process improvement opportunitiesWork with the ServiceNow product team to provide input to product roadmapsTraining and Documentation
Train and mentor IT and SMO staff on ServiceNow solution configuration and deliveryPartner with Talent Development, identify key learning objectives for supported business process solutions and contribute to the development of ServiceNow training materials for the wider campus communityDraft training aides, instructions, and guidesMaintain a repository for all documentation including process flows and specificationsMay perform other duties as assignedQualifications
Essential qualifications :
Minimum 5 years of work experience, including at least 2 years of service management experience2 years of experience managing projects or processesITIL Foundations certification requiredStrong knowledge of the full software / application development cycle, particularly in an agile environment : design, coding, testing, release, maintenance and the ability to document requirements for custom code and developmentProven strong contributor with excellent verbal / written communication skillsProficient in mapping business rules to processesAbility to elicit, interpret and analyze functional and technical requirement documentsProficient in reporting software, ITSM tools, wireframing, diagramming and project management softwareEducation : BA or BS or equivalent experiencePreferred qualifications :
ServiceNow Enterprise ITSM software experienceServiceNow administrative trainingITIL Intermediate certificationsITIL Expert certificationPrinceton University is an Equal Opportunity / Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS
Standard Weekly Hours36.25Eligible for OvertimeNoBenefits EligibleYesProbationary Period180 daysEssential Services Personnel (see policy for detail)NoPhysical Capacity Exam RequiredNoValid Driver’s License RequiredNo Experience LevelDirector#Ll-DP1
