Sr. System Analyst

Job Summary

We are seeking a Sr. Technical System Analyst with expertise in ServiceNow to enhance employee experiences through technology. The ideal candidate will work closely with

the ServiceNow platform and service management teams to analyze and optimize search analytics, virtual agent analytics, and content management. This role also

involves performing technical business analysis for ServiceNow Catalog work intake and managing the execution of service request catalog processes.

As part of a dynamic team of developers and business analysts, you will collaborate

with internal teams to develop and implement customer-facing business solutions. You will primarily focus on Customer Workflow, Service Desk/Field Services, and the

Customer App Engine features of ServiceNow.

Job Responsibilities

· Analyses existing business processes and systems to identify issues, errors and areas for improvement

· Utilize the ServiceNow platform to analyze search analytics and optimize search results for employees.

· Review virtual agent analytics to identify opportunities for improving employee interactions.

· Collaborates with stakeholders to determine system requirements

· Creates functional solutions and system test plans to meet quality expectations

· Create and maintain technical documentation related to ServiceNow configurations and enhancements.

· Manage and update content for the Carousel, ensuring information is relevant and up to date.

· Translate business requirements into technical specifications for ServiceNow Catalog work intake.

· Collaborate with stakeholders to identify and prioritize enhancements to the ServiceNow platform.

· Conduct feasibility analyses and develop action plans to mitigate risks.

· Perform impact analysis, create high- and low-level design specifications, and customize ServiceNow modules based on customer requirements.

· Conduct validation activities, including debugging, issue identification, and defect resolution.

· Analyse incoming issues and close defects within Service Level Agreement (SLA) timelines.

· Provide support and troubleshooting for ServiceNow applications, workflows, and reports.

· Tests and troubleshoots system changes

Qualifications & Experience

· Bachelor's degree in Computer Science or a related field.

· ServiceNow Certified System Administrator certification is a plus.

· 3-5+ years of experience in ServiceNow platform administration and configuration.

· Strong background in search analytics, virtual agent analytics, and content management.

· Excellent analytical and problem-solving skills.

· Strong communication and collaboration abilities.

· Experience working in Agile methodology within cross-functional teams.

Job Type: Full-time

Pay: $96,400.00 – $98,000.00 per year

Work Location: In person