Lead ServiceNow SPM Analyst

Lead ServiceNow SPM Analyst

TITLE: Lead-ServiceNow SPM Analyst

LOCATION: Westchester, IL

REPORTS TO: Sr. Digital Portfolio Manager, Office of Chief Digital Information Officer

Reloaction: NO

Primary Function:

The Lead-ServiceNow SPM Analyst will play a key role in our IT PMO team. The Lead-ServiceNow SPM Analyst will be responsible for supporting the organization’s strategic portfolio management activities such as managing demands and resources using the ServiceNow platform. This role involves eliciting requirements, ongoing administration, and operationalization of the SPM module to meet business needs.

Core Responsibilities

· Responsible for the day-to-day management and maintenance including Idea, Demand, Portfolio, Program, Project and Resource Maintenance, and ongoing administration of the SPM module.

· Collaborate with IT team members to operationalize and enhance the SPM Demand, Resource, Portfolio/Program/Project, and Timecard functionality and track associated KPIs.

· Collaborate with IT PMO and other stakeholders to elicit requirements and translate them into SPM end-to-end solution and build consensus among cross-functional teams.

· Provide subject-matter expertise in the discussions with key stakeholders in the development of business processes and metrics leveraging SPM features and drive adoption.

· Create & manage scorecards, dashboards, reports, and notifications along with SPM data health check and clean up.

· Conduct timely reviews with IT PMO to review Ideas, Demands and Resource Plans.

· Orchestrate Demand Management including advising and training Project Leads on Demand submission including Demand Assessment, Cost Plans, Benefit Plans and Resource Plans

· Provide training and support to end-users on the ServiceNow SPM module functionalities.

· Act as a liaison between the IT PMO and the larger ServiceNow Development team, reporting status and ensuring alignment with platform standards.

· Participate in the review of design artifacts to ensure alignment with the solution requirements and collaborate with stakeholders.

· Manage development work throughout the lifecycle from a unified product backlog of tasks including Sprint planning, reviews, and story refinement sessions.

· Work closely with the SPM development team to ensure accurate implementation of user stories and provide support for any clarification or adjustments.

· Communicate complex problems into easily understood requirements to the development team.

· Conduct review and approval of the solution requirements with relevant stakeholders.

· Create test cases and participate in testing activities, ensuring that the SPM module meets specified requirements and is free of defects including upgrades.

· Lead and participate in continuous improvement initiatives to enhance the capabilities of the module.

· Independently research, where needed, to resolve and provide solutions to the end users.

· Develop and maintain documentation related to SPM processes, configurations, & reports.

Qualified candidates will have:

· Aptitude for identifying issues and generating solutions to optimize SPM processes and workflows.

· Gather requirements, submit enhancements, prepare test cases, and conduct testing activities.

· Document business process and perform data analysis.

· Demonstrate excellent communication and interpersonal skills to articulate complex problems and solutions to stakeholders.

Ability to work in a team and independently.

· Demonstrate excellent analytical and problem-solving skills, with the ability to translate business needs into clear requirements.

· Demonstrate excellent presentation skills.

· Demonstrates innovative and strategic thinking.

· Exceptionally self-motivated, directed and detail oriented.

· Ability to thrive in a fast-paced environment and work well under pressure, prioritizing and balancing competing tasks.

· Ability to adapt to emerging trends.

Requirements:

· Minimum of 3 to 5 years of experience with ServiceNow SPM module specifically managing Idea/Demand/Project/Program/Portfolio/Resource Plans/Timecard.

· At least 3 years of experience as a Lead/Senior Business Analyst working on SPM projects is required.

· Bachelor’s degree in computer science, Information Systems, or a related technical or business discipline is required.

· ServiceNow certifications related to SPM are highly desirable.

· ServiceNow ITBM/SPM developer experience is a plus.

· Strong understanding of the ServiceNow platform with a focus on Strategic Portfolio Management (SPM) / IT Business Management (ITBM) modules.

· Previous experience leading adoption and of SPM.

· Familiarity with project lifecycle management from initiation to closeout is desired.

· Good understanding of IT Service Management (ITSM) processes.

· Ability to partner effectively with business professionals and internal/external IT professionals.

Desired Certifications:

· ServiceNow Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM): This certification is designed for ServiceNow System Administrators, implementers, users, and consultants who need to understand what Strategic Portfolio Management (SPM) is, key processes and how does it function within the ServiceNow Platform.

· ServiceNow Certified Application Specialist – Performance Analytics: This certification assures employees and peers that you possess the skills and knowledge to apply advanced reporting, performance analytics, and application administration skills to use and administer the premium ServiceNow Performance Analytics application.

· ITIL Certifications: ITIL (Information Technology Infrastructure Library) certifications are a plus as they provide a practical framework for identifying, planning, delivering, and supporting IT services.