Systems Analyst, Next-Gen ITSM
Bellevue, WA

Job Description

We are seeking a dynamic Systems Analyst to help lead Next-Gen Digital ITSM! As An IT Service Management, ServiceNow Systems Analyst, you will help define and shape the ITSM platform, and be a part of our cloud and API strategy to enable automation and digital transformation.

Are you a technical SA with a passion for customer-centric creative problem solving? Are you a design thinker with a growth mindset? Do you have a desire to grow your technical skills in ServiceNow doing light development work?

Summary

The Systems Analyst will be responsible for the development, optimization, maintenance and support of customer requirements and technical specifications across ServiceNow platform and integrations. This individual, working under general supervision as an individual contributor, will be expected to partner with Business Analysts and IT to compile, synthesize and produce technical specifications for processes or systems related to the platform and all integrations. This individual will work effectively with business and technical subject matter experts, developers, other systems analysts, quality assurance analysts and third party vendors ensuring that deliverables are met.

Responsibilities

* Translate user requirements, write technical specifications, and work closely with development resources on use cases, flowcharts, and technical design.

50%

* Provide day to day production support, including troubleshooting of issues. Analyzes and revises existing system logic.

20%

* Participate in design walkthroughs. Assist QA with functional test planning, and as required, execution to ensure success. Assists in post implementation support and system enhancements.

20%

* Provide development support by taking on simple Service Request development in ServiceNow.

10%

Required/Preferred Qualifications

Education Required:

Bachelor's Degree in Computer Science, Information Systems or other related field. Equivalent work experience may be accepted.

Minimum Years of Related Work Experience Required:

Minimum of 2 to 4 years of Information Technology experience with 2+ years focus on systems analysis and design.

Skills and Abilities Required:

Track record of meeting deadlines and delivering high quality results. Self-motivated, with ability to work on two or more projects/tasks with moderate direction, and apply good judgment and decision-making skills. Ability to effectively communicate with technical peers within IT. Accountability and ownership of your work and actions. Adaptability, including dealing effectively with ambiguity. Strong analytical and problem-solving skills. Ability to work effectively as a member on a large, cross-functional team. Experience with waterfall/SDF and Agile development methodologies. Experience with solutions design and development of software requirements. Knowledge of workflow and process modeling. Experience with computing tools such as Word, PowerPoint, Excel, SQL, Project and Visio.

Education/Experience/Licensing Training/Skills/Abilities PREFERRED:

Background in Insurance, Investment or Financial business & systems preferred.

Contact With Others

Work effectively with business and technical subject matter experts, other developers, systems analysts, quality assurance analysts, third party vendors and IT management.

Impact

Decisions have minimal impact to department or organization. Work product is spot checked/reviewed for quality by others. Accountable to department, little to no significant financial impact. Increasing latitude for independent judgment.

Job Complexity

Performs work of increasing complexity and scope within standardized parameters.

Skills & Knowledge

Advancing professional expertise. Possesses functional knowledge of profession, however is still acquiring higher level knowledge and skills for the role.

Reporting Structure

Generally works independently however, guidance is always available from management or senior level colleagues for atypical situations or problems. No supervisory responsibilities.

Skills and Abilities Required:

1-2 years' experience with the ServiceNow platform. Knowledge of APIs and ServiceNow discovery a plus. Track record of meeting deadlines and delivering high quality results. Self-motivated, with ability to work on two or more projects/tasks with moderate direction, and apply good judgment and decision-making skills. Ability to effectively communicate with technical peers within IT. Accountability and ownership of your work and actions. Adaptability, including dealing effectively with ambiguity. Strong analytical and problem-solving skills. Ability to work effectively as a member on a large, cross-functional team. Experience with Agile development methodologies. Experience with solutions design and development of software requirements. Knowledge of workflow and process modeling. Experience with computing tools such as Word, PowerPoint, Excel, SQL, Project and Visio.

Education/Experience/Licensing Training/Skills/Abilities PREFERRED:

Background in ITIL, Agile, ServiceNow Administration, Insurance, Investment or Financial business & systems preferred.