ServiceNow Developer

General Summary:

The ITIL Business Process Analyst will lead and facilitate process improvement activities in the IT Operations organization, using industry-standard frameworks such as the IT Infrastructure Library (ITIL) to drive operational excellence, efficiency, quality, and customer satisfaction.

How You'll Help Us Connect the World:

• ITIL Expertise: Develop, improve, integrate, measure, and report on operational processes with a focus on continuous service improvement.

• Asset Management: Manage the inventory and lifecycle of assets and configuration items (CIs), ensuring compliance with vendor contracts.

• Process Design and Improvement: Design, implement, and enhance processes related to software and hardware asset management.

• Verification and Auditing: Audit CMDB and DML content, ensuring hardware and software assets conform to inventory and license contracts.

• License Compliance: Manage license compliance audits and respond to software editor requests.

• Reporting and Analysis: Produce and distribute reports on assets and CIs, including compliance and trend analyses.

• IT Service Culture: Promote an IT service culture and champion ITIL process improvements to enhance quality and customer satisfaction.

• ITSM Processes: Oversee the development and implementation of ITSM-based management processes and controls.

• Service Metrics: Review and recommend changes to ITSM services based on service metrics (KPIs).

• Program Metrics: Develop and manage key program metrics, reports, and dashboards.

• Process Coordination: Coordinate inter-process changes and continuous quality improvement programs.

• Documentation and Education: Facilitate process documentation, definition, and education to ensure effective integration.

• Interdepartmental Meetings: Facilitate meetings to ensure process integration and consistency across the enterprise.

• Training and Rollouts: Coordinate training sessions and track progress on process and system adoption.

• Incident and Problem Management: Assist with critical issues affecting production services.

• Day-to-Day Execution: Oversee the day-to-day execution of asset management activities.