Akin Gump Strauss Hauer Feld LLP is a leading international law firm with more than 900 lawyers in offices throughout the United States, Europe, Asia and the Middle East.
We are currently seeking an IT Service and Process Analyst ServiceNow within our IT Department reporting to our IT Service and Process Manager.
As a member of our IT Service Management team the IT Service and Process Analyst ServiceNow will help to promote continuous process improvement within ITSM practices.
We are looking for an experienced professional with a proven record of business analysis and ServiceNow capability in a law firm or professional services environment who can interface with other technology resources to translate business requirements into non-technical specifications.
The right candidate will be a key member of the team responsible for maintaining the health and stability of our maturing ServiceNow application.
Key responsibilities of this position include Understand all phases of applications systems analysis and the SDLC development methodology and Business Process Modeling Analyze current manual end user processes, defining future automated processes, performing a gap analysis to get from current state to future state, and deliver documentation comprising all the analysis including detailed requirements Create and maintain ITSM policy and process documentation (e.g.
Incident, Change, Problem, Request, and Configuration and Asset Management) Provide ITILITSM training and mentoring to all staff resources as identified.
Manage and lead weekly Change Advisory Board (CAB) meetings Participate in daily stand ups, retrospectives and drive commitments of Agile sprints Assist the ITSM Manager with delivering the ServiceNow roadmap backlog Support the ITSM team in growing ITIL solution areas by supporting solution design and innovation around the ServiceNow platform.
Work with functional Subject Matter Professionals in ServiceNow areas to help, provide support to team members and end-user engagement.
Document technical requirements to ensure ServiceNow is configured to support process and business requirements.
Contribute to the creation use cases, user stories, test plans, and test scripts used to release code and new configurations into ServiceNow.
Coordinate and assist in User Acceptance Testing (UAT) of new features, bug fixes and ServiceNow upgrades.
Assist in project management activities Assist with ServiceNow Upgrade testing and quality assurance activities Assist with maintaining and updating ITSM process documentation Qualifications (Experience, Knowledge, Skills Abilities) Bachelor’s degree from an accredited collegeuniversity in Business Process Management (Business Administration) strongly preferred or equivalent work experience 4 years of Business System Analysis and ITSM experience supporting ServiceNow preferred 2 years using the ServiceNow required ITIL V3 or V4 certified preferred Demonstrated experience with ITIL process methodology (e.g.
Incident, Problem, Request, and Change) Experience in documenting ITIL processes and gap analysis Must have experience facilitating ITIL process meeting (e.g.
Change Management (CAB)) Demonstrated working knowledge of ServiceNow functionality including supporting and deploying upgrades, utilizing dashboards and reports to track key process metrics and identify improvement opportunities.
Ability to create effective work items such as BRDs, FRDs, technical specifications, wireframes, process flows and user stories Thorough knowledge of MS Office applications including Word, Excel, Access, Outlook and PowerPoint Excellent interpersonal, verbal, and written communication skills with the ability to communicate effectively and collaboratively across internal Able to communicate technical concepts to non-technical audiences Strong problem solving and analytical skills Proven ability to work independently and handle multiple priorities and adjust to changing priorities in a professional manner Protect and maintain the confidentiality of the firm s data Commitment to the firm s core values Commitment to professional growth and development