Servicenow Process

**OPENTEXT - THE INFORMATION COMPANY**

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

**WHO WE ARE**:
OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information.

**WHAT YOU WILL DO**:
A Service Management Analyst plays a crucial role in ensuring the efficient and effective delivery of IT services within an organization. This role focuses on managing and improving the service management processes, analyzing performance data, and identifying opportunities for enhancing service quality. The Service Management Analyst is responsible for working closely with various teams to facilitate service improvements, optimize service delivery, and enhance customer satisfaction.

This individual will be responsible for working with Cloud Services personnel to design, build and maintain the documentation portals, repositories, dashboards, reports, audits, primarily using ServiceNOW, Confluence, OLLIE and other in-house, OpenText supported tools. These responsibilities will include, but is not limited to, processes and procedures, business critical data, developing workflow-based forms and providing metric reports covering services supported by said teams. Responsibilities will also include working knowledge of ServiceNOW, on Service Management function of Incident, Problem, Change and CMDB administration.

**Responsibilities will include, but are not limited to**:

- Assist in incident and problem resolution by coordinating with support teams and ensuring timely and effective resolution of service disruptions.
- Contribute to root cause analysis to prevent recurring incidents via problem management process.
- Support the change management process by assessing the impact of proposed changes on services and assisting with change planning and execution.
- Ensure that changes are properly documented and communicated to stakeholders.
- Loading configuration items, updating the design structure, verification of CI targets, registration of new CI objects, modification, and de-registration of CI objects.
- Perform audits of Configuration Items and produce reports for exception, status and metrics related to Asset and Configuration Management.
- Maintain accurate records of service management activities, including incident reports, change requests, and service improvement plans.
- Strong analytic skills. Data analysis reporting for management and executive management leaders.
- Work with SME’s and management to develop long term content management strategies, record retention/versioning policies, contingency, and escrow plans for Cloud Services documentation.
- Work cross-functionally with other Corporate and Commercial organizations within OpenText

**WHAT YOU’LL BRING**:

- Active NV1 security clearance or higher.
- Minimum of 2 - 5 years’ experience within operations in a large, diverse IT environment with knowledge of IT Service Management concepts and practices across Incident, Problem, Change and CMDB admin functions.
- Minimum of 2 - 5 years’ experience working within ServiceNOW as an administrator
- Must be accountable, responsible, and able to work with little or no direct guidance
- Working knowledge of Service Management process, policies, best practices
- In-depth knowledge of the discovery tools and interdependencies/links across the various technologies
- In-depth understanding of the ITIL service delivery model and best practices standards
- Strong project management skills and the skills needed to prioritize work/projects/issues
- This role interacts and coordinates complex strategic plans and tactical operations with technical staff, organizational leaders, and business teams as well as with external vendors and partners
- Ability to defuse anger, resolve conflict and operate with a strong sense of urgency
- Ability to work independently, in a fast-paced environment, with mínimal supervision, multi-task and respond to priority issues effectively
- Ability to effectively partner with business users to refine requirements and discuss functional/technical designs
- Experience with:

- ServiceNOW administrati