Systems Analyst-ITSM ServiceNow

Job Purpose

The ServiceNow IT Service Management (ITSM) System Admin will support and coordinate with the service and process owners and technology teams to ensure that ITSM tool features are properly defined, documented, planned, and implemented with the appropriate technical design. This individual will apply service management best-practice and Information Technology Infrastructure Library (ITIL) process standardization to enhance the customer experience.  

The Admin role supports ServiceNow configuration and administration with a focus on standardization for ServiceNow as a regional enterprise service management application.  They will collaborate with key business and technology partners to ensure maintenance of data and governance of Honda’s ServiceNow CMDB foundation.

This individual will support and apply service management best-practice and Information Technology Infrastructure Library (ITIL) process standardization to enhance the customer experience, while maintaining the standards set by ITSM Leadership.  This technical role is critical role towards making IT services easier and more aligned with Honda’s business goals through tool configuration

Key Accountabilities

System Stability and Project Quality
•Support system stability to guaranteed daily operation including upgrades, enhancements, minimizing defects and managing incidents.
•Ensure the quality of the project by developing test scenarios and participating in the tests phases for projects, upgrades and cloning cycles.
•Manage ITSM CMDB through establishing and maintaining CI governance and maintenance practices.  Adhere to and promote defined ITSM processes, procedures, and best practices.
•Monitor and remediate Discovery errors on the platform by working with Configuration Managers including Security and Infrastructure teams

Business Requirements / Business Process
•Responsible to understand customer process requirements: identification, definition and organization related to functional requirements to deliver improvements and strengthen IT Service Management.
•Create detailed requirement specifications. Decompose high-level information into granular details and general understanding in documentation, presentations and training materials.
•Assist process owners with day-to-day process functions including measurement, reporting, analysis, auditing, and training.
•Assist with meeting preparation, facilitation, and action tracking.

Relationship, Collaboration and Self-Development
•Improve customer satisfaction by building trust through collaborative relationships and partnerships with internal and external stakeholders and support teams.
•Maintain an attitude of commitment and responsibility by understanding the needs of internal and external customers.
•Provide support for the project team, working closely with the architect, interacts with all levels throughout organization including employees and outside vendors.
•Optimize and Strengthen Capabilities on AHM IT Workforce: Associate Development and ITSM Module/Platform Training in areas of expertise (CMDB, Catalogue Standards, and other ServiceNow areas)

Qualifications, Experience, and Skills

Minimum Educational Qualifications    
BA/BS management information systems, computer science, business, or equivalent working experience

Minimum Experience
3+ years of IT work experience
Understanding of experience working in IT Service Management ideally supporting one or more of the following process areas; Incident Management, Change Management, Problem Management, Request Management, Service Catalogue Configuration Management or CMDB.
Experience with an ITSM toolset, preferably ServiceNow

Other Job-Specific Skills    
Strong technical acumen to learn and apply Information Technology Infrastructure Library (ITIL)/Information Technology Service Management (ITSM) principles and concepts.
Ability to adhere to and promote defined ITSM processes, procedures, and best practices.
Excellent organizational skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality.
Customer service oriented with excellent written and verbal communication skills.
Desire and ability to quickly learn and apply new concepts.
Ability to exhibit a sense of urgency, flexibility, and adaptability while preserving strong organizational and interpersonal skills.
Experience with business process mapping.
Experience with data analysis.
Experience with meeting facilitation and action item tracking.
Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint.
 

Job Dimensions

Decisions Expected

Collaborate with business users / technical resources to capture/review functional requirements
Make recommendations on best practices on how to implement ITIL processes within the ITSM framework to make IT processes more efficient for IT and easier to understand for users 
Recommends CMDB best model and approaches to data management and conducts training.
 

Working Conditions

Customer Focus: Focuses on discovering and meeting the needs of internal and external customers and ensures the needs of the customer are embedded in all activities.     
Collaboration and Cooperation: Proactively looks for new opportunities to work together and contributes to a cooperative environment within the team and between teams, regardless of formal structure.  (e.g. cross-functionality)
Fostering Accountability: Holds self and others accountable in all aspects of work (goal attainment, performance, Core Values) as well as recognizing the performance, contributions and successes of others. Continually addresses gaps between current and ideal states of performance. 
Focus on Improvement: Consistently pursues the highest quality standards and strives for continuous improvement through leveraging and improving systems and processes. 
Planning: Pictures the ideal state, establishes detailed steps and timetables for achieving needed results and determines required resources. Monitors progress of plan, identifying deviations and resolves problems and/or adapts plan to achieve goal. Considers impact of the plan on other’s beyond one’s area. 

Office position that works with business users across North American which may require periodic travel for face-to-face meetings.