Specialist IS Business Systems Analyst (IS Technical Lead / Developer Service-Now)

Specialist IS Business Systems Analyst (IS Technical Lead / Developer Service-Now)

This position will be part of the Technology Services team within the Integrated Service Management function, and will be responsible for providing application and development maintenance and administration support for the Integrated Service Management tool (ISM)

This position will be a Developer/Administrator for Service-Now Application and will work as a member of the support team to configure and maintain the Service Management tool.

This position will provide technical assistance, workflow development, and software configuration/customization. This may include but not limited to: custom reports, data imports, LDAP integration, custom scripting and third party software integrations.

Responsible for the design and development of ITIL tool. Develops design and functional specifications, produces deliverables related to changes or enhancements with the tool. Responsible for Java Scripting and Configuration of tool. May be responsible for gathering, compiling and synthesizing information with regard to technology processes or systems. Includes documenting requirements, design, and producing and executing positive and negative test scripts.

Responsibilities will include:
- Providing software customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third party software integrations
- Answering ""how to"" technical and application configuration questions
- Facilitating roll out of new applications and modules
- Assisting in troubleshooting patch / release management issues
- Aiding in translating business requirements into technical requirements
- Helping to implement new functionality including configuration and testing
- Writing Custom Reports
- Writing application documentation
- Implementing new requirements
- Maintaining validation and training documentation

This position will be expected to develop recommendations and lead the implementation of improvements in documented practices and reports.

Basic Qualifications
- Doctorate degree
OR
- Master's degree & 3 years of directly related experience
OR
- Bachelor's degree & 5 years of directly related experience
OR
- Associate's degree & 10 years of directly related experience
OR
- High school diploma / GED & 12 years of directly related experience

Preferred Qualifications
- Bachelor's degree in Computer Science or related field

- Proven skills in Windows Administration and Java Scripting
- ITIL tool experience
- Experience in all aspects of SDLC from requirements, design, testing, and support

- Demonstrated skills in Web Technologies or web-based scripting technology (XML, HTML, JAVA Script, AJAX, CSS, HTTP, SOAP etc.)
- Web applications, networks, protocols and email (SMTP, POP3)
- The ability to take complex end-user requirements to system requirements to code
- Understanding of enterprise IT architecture
- Working knowledge of relational databases
- Basic understanding of ITIL v3 methodologies

Experience in these areas is also preferred:

- Web Services integrations
- Experience with Service-Now.com configuration or implementation
- Experience configuring other SaaS solutions such as Salesforce.com a plus
- ITIL Certification
- CMDB design and usage experience
- Web Services integrations and experience with web services via APIs
- Experience with IT Service Management, Service Desk, Asset Management and Change Management
- Knowledge of LDAP - Active Directory, eDirectory, OpenLDAP; Discovery Tools; Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.
- Experience in implementing, monitoring, analyzing and supporting IS service management processes/tool
- Regulatory processes and controls experience, excellent documentation

The following attributes and abilities are also highly preferred:

- Self-motivated, a positive can-do attitude & willingness to learn, forward thinking, assertive, and able to focus on finding and developing unique opportunities to create value by enabling and engaging in creative dialogue with various key stakeholders
- The ability to work independently and with a team
- Strong business analysis, data analysis, and problem analysis skills
- Able to organize and schedule tasks, develop realistic action plans incorporating time constraints and task priorities.
- Demonstrated ability to successfully negotiate with clients
- Strong analytical, leadership, and project management skills as well as strong personal commitment to quality service
- Strong presentation skills, interpersonal skills, verbal and written communications skills