ServiceNow Customer Success

• Act as primary liaison between the ServiceNow team and our customers, assisting in the development of successful ServiceNow solutions, keeping customers informed of ServiceNow changes and the roadmap, and facilitating various customer meetings.

• Manage the delivery of ServiceNow solutions to our customers to ensure they are prepared, trained, and ready to receive the solutions.

• Facilitate monthly Product Backlog meetings.

• Perform daily management of the product backlog.

• Actively collaborate with ServiceNow team members to identify and resolve problems, remove barriers to development or delivery.

• Participate actively in product planning and roadmap definition.

• Monthly product meetings with stakeholders. Service Management Office (SMO) Business Analyst

• Perform business analysis for ServiceNow customer requests.

• Attend regular stand-up and backlog review meetings.

• Proactively work with IT and non-IT customers to acquire a deep understanding of their requirements & business needs.

• Ensure that product requirements incorporate effective written and visual process flows.

• Create and manage user documentation for ServiceNow.

• Research and produce detailed technical requirements including user stories for developers to execute against.

• Develop use cases, user stories, process diagrams, and requirements in ServiceNow.

• Facilitate demo’s, user acceptance testing, and efficiently address training, enhancements, dashboard needs from all stakeholders and end users.

• Coordinates testing with appropriate teams, supporting the creation of testing scripts and assists in the execution of testing ServiceNow solutions and updates.

ITIL Problem Management

• Perform analysis of problems, coordinate with Subject Matter Experts (SMEs) as necessary, and document findings (i.e., compile data, update ServiceNow records, write information papers).

• Work with technical teams to ensure incidents have proper problem statements as necessary.

• Schedule and run Root Cause Analysis meetings.

• Perform proactive activities designed to promote a trouble-free production environment.

• Conduct trend analysis of recurring Problems/Incidents – extract trends on Incident types, Customer types, key problem areas, departments, hardware types etc.; communicate with IT support groups to review recurring Problems and press for final resolutions or escalate as needed.

• Facilitate Corrective Action Reviews for Major Problems.

• Update and maintain the Known Error Database to ensure accurate Known Errors are documented and available to staff.

• Participate in the creation of service management office documents (policies, standards, baselines, guidelines, and procedures) under the direction of the SMO Deputy Director, where appropriate.

Deliverables:

Documentation providing necessary information to the ServiceNow development team including but not limited to:

• Completed Requirements documents.

• Business Workflow diagrams.

• ServiceNow problem record updates

Education & Experience:

• 3-5 years ServiceNow experience & business analysis experience specific to ServiceNow covering the ITSM module, SPM module, GRC/ SecOps Module.

Required Licenses or Certifications:

• ITIL Foundation certification of equivalent experience.

Job Types: Full-time, Contract

Salary: $60.00 - $70.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• This is a W2 position, Can you work on W2?

Experience:

• IT service management: 8 years (Required)
• Strategic Portfolio Management: 5 years (Required)
• GRC: 5 years (Required)
• Security operations: 5 years (Required)

License/Certification:

• ITIL Certification (Required)

Location:

• Seattle, WA (Required)

Ability to Commute:

• Seattle, WA (Required)

Work Location: Remote