ServiceNow Admin / Reporting Analyst

ServiceNow Admin / Reporting Analyst
US - MI - Southfield

Job Responsibilities & Essential Functions:

  • Design, creation, validation, and administration of ServiceNow components such as:
    •  Forms; Workflows; Catalog Items; Metrics; Service Level Agreements; Reports; 
    • Performance Analytics dashboards
  • Development/Creation/Delivery of reports supporting internal and external customers
    • ​Reports created from ITSM systems, applications  and databases including ServiceNow and other ITSM tools, Business Objects, Access, Excel
  • Load, transform and maintain data interfaces between ServiceNow and other systems
  • Complete job responsibilities utilizing predefined release and change management processes
  • Contribute to continuous improvement of processes, standards, policies, working methods, and tools
  • Deliver a positive and value-added experience to clients in every interaction
  • Provide guidance and training of system usage to clients and end users
  • Relentless pursuit of quality and complete adherence to coding and quality standards
  • Remain abreast of industry technical trends and new development to maintain current skills and remain current with industry standards. (Continuous learning)
  • Respond to and address client issues and inquiries in a timely fashion
  • Write and maintain up-to-date documentation related to the application administration and configuration

Summary of Qualifications:

  • Exceptional written and oral communication skills
  • Demonstrated ability to develop and maintain excellent long term client / supervisor / peer relationships
  • Ability to interact with a variety of individuals in a courteous, professional manner
  • Proven capability to work well under pressure and within tight deadlines
  • Proactive leader recognized for team building skills and superior client service
  • Advanced proficiency in Excel, Word, Power Point, Internet Research

Computer & Technical Competencies:

  • Knowledge of IT service management and the ITIL service operations
  • Knowledge of relational databases
  • Preferred: Experience with IT Service Management (ITSM) Tools
  • Preferred: Experience with BI analytics tools such as PowerBI, Tableau
  • Preferred: Experience with Incident Management, Service Request Management, Problem Management, Change Management, Configuration Management
  • Preferred: Knowledge of Agile/Scrum methodology
  • Preferred Education and Experience
    • Associates Degree or two to three years progressive work experience
    • ServiceNow Administrator Certification or existing knowledge, experience and/or training to enable attainment of certification within 90 days

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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