ITSM Analyst (SNOW) - Global Industrial

Genuine Parts Company•Atlanta, GA

About The Position

The ServiceNow Analyst supports Motion’s ServiceNow instance by connecting business stakeholders and IT to improve processes and the user experience. The analyst works with business stakeholders, end-users, product owners, and technical teams to align ServiceNow improvements with business needs. The role includes gathering requirements, translating needs into ServiceNow user stories, coordinating implementation with a ServiceNow Engineer, facilitating User Acceptance Testing, and validating delivered improvements.

Requirements

Bachelor’s degree.
A minimum of five years of experience in a technology role or a technical analysis role.
Ability to communicate business needs and proposed process improvements clearly to business stakeholders and technical teams.
Ability to work with various teams to improve the user ServiceNow experience.
Ability to gather technical information and communicate it clearly in writing and verbally to support planning and facilitate User Acceptance Testing.
Ability to plan, organize, and manage workflow and process-improvement activities, and solve problems that arise during that work.

Nice To Haves

ServiceNow Certified Application Developer certification.
ITIL Foundation or ITSM Specialist certification.

Responsibilities

Gather business requirements to identify where workflows need to better align with business needs.
Work with a ServiceNow Engineer to implement approved workflow and process improvements.
Translate business needs into user stories mapped to ServiceNow modules.
Facilitate User Acceptance Testing (UAT) and track metrics for resulting workflow and process improvements.
Validate delivered process improvements against documented business requirements and record gaps requiring correction.
Communicate business needs and proposed process improvements clearly to stakeholders and technical teams.
Plan, organize, and manage workflow and process-improvement activities, and solve problems that arise.