Job for ServiceNow Catalog Analyst – Project Manager II

1 Open Positions

Jersey City
Estimated Best In Industry
12
Posted on: 11/22/2023
Job Description:

      • Work with business owners, project managers, design teams, operations teams, and our partners / supplier communicating between all key stakeholders to understand their business requirements and translate them into technical solutions on the ServiceNow platform.
      • Develop and maintain business requirements documentation.
      • Collaborate with developers, internal technical subject matter expert and business owners to ensure that technical solutions meet business requirements.
      • Develop and deliver training to users on ServiceNow functionality.
      • Ensure that ServiceNow solutions are properly documented and supported.
      • Stay up to date with the latest developments in ServiceNow and share knowledge with the team.
      • Work with the customer to ensure the configuration of ServiceNow meets their overall requirements including drafting technically focused user stories, acceptance criteria, testing strategy, and knowledge transfer.
      • Resolve escalations from the service partners and handle stakeholders support requests as well as take ownership of issues and ensuring closure is achieved.
      • Ensure new services have a fully developed end to end support structure, including processes, SLAs, and KPIs.
      • Provide fully documented services, which are updated and maintained throughout the life of the service.
      • Represent the Operations teams at all project meetings to define and implement service acceptance criteria for both new and changing services.
      • Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria.
      • Ensure an effective set of performance metrics and service levels are delivered for new services.
      • Create and maintain daily/weekly/monthly management and operational reports.

Requirements:

      • Experience working with clients to understand their business requirements and translate them into technical solutions on the ServiceNow platform.
      • Strong understanding of ServiceNow architecture and development best practices.
      • Experience with ServiceNow modules such as Incident Management, Change Management, Service Catalog, CMDB, and Asset Management.
      • Strong analytical and problem-solving skills.
      • Excellent communication skills, both verbal and written.
      • Ability to work independently and as part of a team.
      • 4+ years of experience
      • Good understanding of IT service processes and technologies in line with ITIL best practice.
      • Strong Project Management skills.
      • Strong customer service skills.
      • Port Authority of NY & NJ Experience.
      • ServiceNow certifications
      • Project Management Certifications (PMP, CAPM, CPMP, MPM, etc.)
      • ITIL Qualification (Intermediate certificate)
      • Agile

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