IT System Analyst

Qualifications: Remote role, prefers EST time zone. 5 years of IT experience with 3 or more years in IT service management. ITIL or COBIT foundation certified (practitioner preferred). Experience with an ITSM solution (preferably Service Now). Experience and comfort with public speaking. Ability to hold oneself and others accountable. Responsibilities: Configuration Management Analyst Asset Criticality The Configuration Management Analyst will support ongoing efforts to enhance and maintain processes for establishing a rating that classifies the sensitivity and criticality of assets and business applications. The analyst will be expected to develop familiarity with client's CMDB in order to provide analysis and reporting. In addition, the analyst will perform necessary activities to support the ongoing maintenance of processes related to company's asset criticality rating. These activities included reporting both to internal teams and external stakeholders, development of formal documentation, and supporting stakeholders that leverage the asset criticality rating in their processes. Furthermore, the analyst will monitor, identify, and support implementation of opportunities for continued improvement over the processes in these areas. The Configuration Management Analyst: Be accountable for supporting activities related to IT Asset Criticality rating and supporting processes Demonstrate good knowledge of ServiceNow Ability to communicate clearly verbally and in writing Ability to understand how to bulk update CIs in the CMDB Ability to write fix scripts to correct data within the CMDB Ability to fix some of these issues directly without supervision Ability to create dashboards Ability to create reports Ability to build workflows within ServiceNow to route remediation and certification tasks appropriately Ability to present data with other CI Owners and Managers and communicate improvement plans Ability to build partnerships with other teams to solve manual entries Need to have a mindset to move away from manual data collection to automation Good understanding of various CI and classes within ServiceNow Demonstrates good understanding of CI relationships Demonstrate good understanding of CI Class Manager Demonstrate excellent excel skills In addition, the ITSM Asset/Configuration Database Management/and Discovery Coordinators will be expected to have: Experience facilitating meetings of cross functional skill sets with specific agendas and timelines. Clear, concise communication skills in both oral and written format. Proven ability to manage, track and report on process(s) outcomes. Strong analytical and problem-solving skills. Ability to determine criticality and priority based on facts at hand. Knowledge and experience in managing a Change Management process as well as overseeing the Change Advisory Board activities. Flexible the ability to adapt to changes in demands, priority and timelines Comments/Special Instructions