ServiceNow Business Analyst - DAJD512

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Position Summary

The Event Management Specialist role responsibilities include overall implementation, on-going management, and continual improvement of Service Management of ITIL best practices, with a focus on Event Management and Enterprise System Monitoring.  The role is responsible for the reporting of KPI's, critical success factors and activity metrics. Supported technologies include networking, audio-visual, mobility, end user compute, server/data center.

Responsibilities:

• Lead Event Management strategy design, create management dashboards, report on KPIs and metrics, and answer key business questions to help increase quality and reduce the costs of Service Delivery. 
• Preparing reports based on performance analysis and presenting to management on demand.  Provide the latest data to engage in fact-based discussions with the Senior management. 
• Provide real-time visibility into data and predictive forecasts for enhanced decision-making. 
• Define, implement, and monitor an Event Management process and Network Operations Center (NOC). 
• Setting up thresholds, such as all-time highs, lows, or predefined values that automatically generate alerts.  
• Integrate NOC operations with all other IT Operational areas. 
• Serve as team contributor and process practitioner in Service Management projects, such as providing guidance and advice involving creating new SOP processes, and assessment, design, implementation, and improvement of existing processes. 
• Organize and maintain our Knowledge Management system, archival of process versions, major decisions and lessons learned related to Service Management and implementation projects. 
• Consult with IT Management regarding documentation, development, and implementation of Service Management processes. 
• Oversee quality measurement reporting. Ensure that each implemented process develops and reports on critical success factors, key performance indicators and activity metrics.
• Contribute to and/or coordinate the development of ITSM deliverables such as process flows, operational procedures, and training plans.
• Coordinate meetings with process stakeholders to ensure proper integration of processes flows. 
• Serve as facilitator to provide Major Incident, Change Management and Problem resolution and address other issues related to implementation of processes and changes across functional departments.
• Ensure creation and facilitation of ongoing ITSM communication and training plans. 
• Be responsible for the effective co-ordination of external / internal queries / escalations. 
• Participates in setting strategy for assigned ITSM processes and tools.
• Provide Text analytics, which goes beyond structured data to extract trends and patterns from freeform data fields. 
• Workbench proficiency with interactive filtering that provides end-to-end transparency across processes and timelines.

Qualifications:

• 5+ years of IT Service Management experience.
• ITIL V3 Expert or ITIL V4 Managing Professional Certified preferred.
• Bachelor’s degree in an IT related field preferred.
• Experience in managing/working within large domestic or global teams.
• Experience in Lean/Six Sigma, certification preferred. 
• Experience in establishing/transforming the Service Management function a plus.
• Experience with enterprise ITSM and Monitoring tools such as Science Logic preferred.
• Experience with managing ITIL workflows in ServiceNow preferred. Other Skills and Abilities.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Requires the ability to deal effectively and professionally with internal and external customers.
• Must have outstanding organizational and multi-tasking skills and the ability to prioritize work effectively.
• Requires excellent working knowledge of the Microsoft Office Suite 365.
• Strong organizational skills to multi-task demanding priorities; effective use of resources to deliver results.
• Strong analytical and communication skills with the ability to successfully interact at all levels of the organization.
• Ability to work effectively across many internal functional groups.
• Excellent written and verbal communication skills. 

Equal Opportunity:

At DataAffect, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category.

If you wish to apply for this position, please send your resume to careers@dataaffect.com

Work Location: Remote

Compensation: Depends on experience.