What are the responsibilities and job description for the Mid Level ServiceNow Knowledge Process Analyst position at Jobright.ai?
Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust.
Job Summary:
Bank of America is committed to helping make financial lives better through every connection. The ServiceNow Knowledge Process Analyst will manage day-to-day governance and operations for technology request management and knowledge management on the ServiceNow platform, ensuring adherence to standardized governance methods and fostering relationships with executing teams.
Responsibilities:
• Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution
• Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
• Identify risks and issues and support mitigation, coordinating with partners as needed
• Collaborate with cross-functional teams to ensure onboarding of partners into use of the ServiceNow catalog with its request process and into use of ServiceNow knowledge management are trained on requirements and control execution
• Deliver ongoing training to refresh partner understanding and share improvements
• Participate in support for evaluations of the process by lines of defense
• Create and maintain process documentation, including procedures
• Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
• Perform other duties as assigned
Qualifications:
Required:
• Minimum of 3 years of experience as a process manager for an IT Service Management process
• Minimum of 1 years of experience managing controls for an ITSM process
• Strong understanding of knowledge management and/or technology service request management
• Understanding of service catalog use, structure, and operation
• Understanding of ITSM portals
• ITIL v3 Foundation Certification
• Experience operating a process on the ServiceNow ITSM platform
Preferred:
• Experience with ServiceNow Knowledgebase
• Strong collaboration and relationship building skills
• Strong risk, issue and control management skills
• Superb written communication skills, with a keen eye for detail
• Proven ability to quickly learn and understand complex subject matter
• Self-starter with ability to handle multiple assignments simultaneously
Company:
Bank of America is a financial institution that offers credit cards, home loans, and auto loan services. Founded in 1998, headquartered in Charlotte, North Carolina, USA, team size 10001 employees, currently Public Company. Bank of America has a track record of offering H1B sponsorships.
