The Custom Application Solutions Team amplifies SIE employee experiences with fully supported and iteratively improved IT solutions. Our tenet focuses on understanding our employee and business needs with compassion, as well as delivering integrated experiences using exciting innovation through outstanding products. 

The team consists of analysts, developers, QA testers, data engineers and systems administrators. Together, we deliver, sustain, and enhance IT enterprise products such as ServiceNow and other custom business applications built on the SaaS/PaaS platform. Our solutions boost productivity and help teams work together more efficiently across all departments worldwide. 

The Role 

We are looking for an IT Systems Analyst that is passionate about delivering high-quality user experiences to our internal user community through business and systems analysis as well as solution design and planning. 

As an IT Systems Analyst you will assist in maintaining the ServiceNow platform. Our Operations team is responsible for tier 3 end-user support, code migration/release support as well as production availability for 5 ServiceNow instances. This role will provide hands on technical expertise to resolve service availability issues which includes coordinating cross team efforts to perform root cause analysis and problem resolution. You will work in a team environment and will help manage the operations queue as needed.   

You will work with our SIE partners and application users to understand their business needs, promote existing Enterprise Applications solutions, and document user needs as requirements. Partnering with product (Scrum) teams to craft and deliver new features on existing products to support users’ outstanding business needs, and you will evaluate and recommended new products to be introduced to the IT enterprise as needed. You will support the Operations team and manage the queue 

The ideal candidate will thrive in a constantly evolving business landscape. They will have both courage and vision to turn ambiguous business needs and problems into opportunities to deliver value. They will adapt well to change and feel at home among hardworking, forward-thinking teammates.  

Responsibilities 

• Administer, maintain, and support the ServiceNow platform while adhering to team policies and standards
• Respond to incidents for application availability issues as part of on-call duties
• Use your technical knowledge to triage service availability issues and restore service
• Research and resolve system defects, perform root cause analysis, and drive permanent resolution
• Participate in and coordinate maintenance activities
• Prepare and maintain application support/process documentation
• Fulfills requests from users and operations within service level agreements and drives operational excellence through process improvement and monitoring development efforts related to supported technologies
• Communicates status updates and technical details, such as infrastructure, application and client impact, and component points of failure to management, and provides reporting on environment and incident status in operational meetings
• Prepares technical documentation and develops procedures for trouble shooting incidents in order to identify production failure scenarios, vulnerabilities, and improvement opportunities requiring escalations
• Gather/document business requirements from Enterprise Applications partners and users
• Perform business and systems analysis to determine suitable, sustainable, and scalable application solutions
• Design application features in collaboration with Scrum teammates; write Stories to be implemented during Sprints; plan rollout of features to users as well as user communication
• Support partner management activities and help manage user expectations with reference to current and future applications
• Advise business decisions concerning similar applications using data-driven, unbiased methods to evaluate them and recommend one over others
• Stay informed of new and upcoming product offerings on enterprise applications
• Recommend new and improved user experiences for product roadmaps
• Work with vendors and/or external parties to support implementation of new solutions as needed
• Work with Security, Legal and other business teams to ensure current and new application solutions are aligned with company regulations and policies
• Adopt flexible working hours to support global business operations and initiatives 

Required Qualifications & Experience 

• 3+ years relevant working experience in an IT System Analysis role with the following skills, qualities, and experience.
• Experience monitoring and maintaining ServiceNow products, supporting software engineering, and operating within an enterprise IT lifecycle
• Excellent analytical and problem-solving skills
• Able to analyze business requirements and arrive at technical solution recommendations
• Consistent record of accomplishment in project management and the creation of functional requirements/documentation/communication, leading to the implementation of technical solutions across multiple departments in an organization
• Highly motivated, solutions-focused, and team-oriented
• Experience working independently in an organized, methodical, and thorough manner; self-motivated in the discovery and research of IT information using internal and external resources
• Experience with partner/user expectation management
• Able to champion a positive, constructive relationship with internal business partners as well as vendors, executives and IT leaders and personnel in onshore/offshore teams
• Takes initiative to remain current on new and emerging technologies
• Experience with systems analytics and data reporting is a plus
• Experience with integrated systems architecture is a plus
• Agile/Scrum or PMP certification is a plus