The Service Management Senior Business & Configuration Analyst elicits, analyzes and documents technical and functional requirements for enhancements to the IT Service Management (ITSM) and administrative technology platforms (QuickBase & Pinnacle). The role participates in all phases of the SDLC process including technical design and platform configuration. This position provides analytical support to clients while aligning with configuration and build best practices. They will work to mentor the junior level staff while ensuring quality of work is at the highest standard. In addition, they will provide general platform support including queue monitoring.
Provides technical and analytical expertise in configuring and developing requirements for modules within ServiceNow.
Elicits and writes requirements according to standard templates, using natural language simply, clearly, unambiguously, and concisely.
Analyzes system configurations and uses technology expertise to provide recommendations to meet technical and functional requirements.
Coordinates with team members to understand user requirements, determine gaps and test feasibility.
Provides escalated level of troubleshooting and complex problem solving related to ServiceNow solutions.
Actively contributes in the testing and quality assurance process – Creation, Execution, and Maintenance of Automated and Manual test cases.
Ensures alignment of the Business Requirements to the solution/design by collaborating with other members of the ServiceNow team and end-users to ensure that application functionality meets client needs.
Analyze features and define specifications for enhancements to ServiceNow.
Designs and Configures features of moderate complexity while keeping a strong focus on upgradability of the platform.
Configures and scripts business rules, UI policies, UI actions, client scripts, script includes, workflows, ACLs, etc.
Works closely with IT Business Teams to gather input to support ongoing business needs for ServiceNow and to ensure a seamless customer experience.
Monitors the SerivceNow queue, provides routine support, ensures ticket hygiene, and escalates Incidents and Requests for Enhancements to the ServiceNow Developer and Business Process Manager.
Contributes to the development and delivery of training to end users.
May perform other duties as assigned.
1. Develops the initial project charter and clarification of the project scope, requirements, measurable outcomes, and project deliverables. 2. Works with respective process owners and using the business analytics, prepares the associated business case. Documents the “as is” and “to be” business processes using standard process modeling tools and process improvement methodologies. 3. Conducts thorough business case and external customer value analysis to determine selection, prioritization positioning and approach for broadest range of potential solutions (e.g., outsourcing, process improvements, and technology solutions). 4. Communicates compelling and concise analysis to enable business owners to make well informed decisions regarding options for problem resolution and opportunity realization. Reviews system capabilities, workflow, and scheduling limitations to determine if requested system change is possible within existing system and is within the scope of the current project definition. 5. Gathers, compiles, and produces relevant business analytics on departmental performances including production of Performance Metrics and opinions/suggestions for improvement opportunities. 6. Develops and delivers quality analysis, reporting and presentation materials. 7. Responsible for requirements prioritization and solution risk analysis. 8. Fully integrates baseline and metrics tracking into initiative planning and execution for optimal results. 9. Designs, plans, communicates and executes the departmental readiness plan. 10. Oversees, develops, facilitates and delivers training plans. 11. May perform other duties as assigned.
Required Education and Experience
Bachelor’s Degree in business, technology or related field and six years of related work experience in analysis of business needs and development of related business systems or an equivalent combination of education and experience.
Required Skill/Ability 1:
Self-motivated and has a positive attitude. Adaptable and flexible to change in a large organization.. Demonstrated ability with process analysis, systems analysis, process architectures and systems analysis methodologies and practices.
Required Skill/Ability 2:
Demonstrated teamwork and collaboration skills and the ability to work with others from diverse backgrounds. Self-motivated and works independently and as part of a team. Demonstrates problem solving skills. Excellent judgment, decision making skills, and the ability to work under continual deadlines and pressure.
Required Skill/Ability 3:
Demonstrated ability configuring and developing SaaS/PaaS solutions. Strong knowledge of the full SDLC lifecycle.
Required Skill/Ability 4:
Proven strong contributor with excellent verbal and written communications skills. High motivation to learn new technologies in a collaborative environment.
Required Skill/Ability 5:
Ability to work independently and as a team on multiple projects simultaneously.
Preferred Education, Experience and Skills:
Bachelor's Degree in related field and 5+ years of related work experience or a combination of education and experience. Minimum 5-10 yrs. work experience, preferably in a analyst role in a service management environment. Service-Now.com administrative and development experience/certification is a plus. Enterprise ITSM software experience is preferred, ie ServiceNow, BMC Remedy
Preferred Licenses or Certifications:
ITIL certification. ServiceNow System Admin Certification.
Weekend Hours Required?Occasional
Evening Hours Required?
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
Affirmative Action Statement:
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: email@example.com.
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