ServiceNow Lead Analyst - A1CC1

Company Name:
Position Description:
Currently, we are seeking qualified candidates for a Lead Analyst, ServiceNow opening to join our Global Information Systems organization.
Day to Day
Reporting to the Senior Manager, Global IT Service Management, the Lead Analyst, ServiceNow will have responsibility and accountable for:
Liaising between IT and business requesters and ServiceNow development team
Facilitating process design sessions to document detailed process flows
Facilitating application design and requirements gathering sessions
Communicating with requesting parties regarding status of development and enhancement requests
Translating functional user requirements into technical requirements
Ensuring requests are documented with latest information
Providing support to development and team throughout release cycle
Providing timely information as required to aid training and communication
Interacting with process and application owners to ensure that requirements are being satisfied
Coordinating with testing team to ensure defect free releases
What You Will Do
Facilitate process design sessions to document detailed process flows
Document existing and future state business processes, define and document functional requirements, and conduct information flow analysis and process modeling within and across the organization
Proactively seek opportunities where ServiceNow can improve process and task execution across the organization
Facilitate process design sessions to document detailed process flows
Document existing and future state business processes, define and document functional requirements
Conduct information flow analysis and process modeling within and across the organization
Prepare and present related material to project teams, steering committees and/or stakeholder organizations in the form of written deliverables and presentations
Identify the complexity of services and requests and identify opportunities for automation
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish requests from the underlying true needs
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver artifacts as needed
Stay up to date with latest technology offerings from ServiceNow
Provide Leadership that inspires others to succeed and develop
Continually seek opportunities to improve SDLC process
What You Need To Succeed
1+ years working experience with ServiceNow within a mid/large sized organization
Must be able to demonstrate a solid technical understanding of ServiceNow the Incident Management and how it interfaces with other ITIL Processes, IT and business functions
Strong documentation skills
Excellent interpersonal skills
Advanced communication skills including the ability to communicate with people of wide ranging business focus and levels of responsibility
Ability to express views and reasons for decisions and present findings, investigations and metrics clearly
Presentation Skills and ability to develop and deliver reports with clear, relevant and concise data
Analytical thinking and be able to learn how to absorb and analyze large amounts of information
Ability to prioritize changes to accommodate the ever changing landscape within the organization
Ability to effectively manage conflict
Initiative, motivation and capability to manage diverse workload effectively and accustomed to seeking solutions
Demonstrated success in working with highly technical teams in identifying and creating technical solutions
ITIL (IT Infrastructure Library) methodologies associated with Service Management ITIL Foundation certification is nice to have
Bachelors Degree
Endless Opportunities
Whirlpool has big plans for the future, just like you. We understand that it takes preparation and hard work to get there. So, we offer challenging purpose, ownership of your role, great teams, and tools to build your capability. In our performance-based setting, you can take your career in exciting new directions - and as far as you want to go.
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