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SSC Operational ServiceNow Analyst

The Mosaic Company

Location: US - Tampa, FL (Lithia area)
Type: Full-Time, Non-Remote
Posted on: January 29, 2021
This job is no longer available from the source.
Are you our next SSC Operational ServiceNow Analyst?
The SSC Operational ServiceNow Analyst will support the SSC ServiceNow implementation and ongoing support, operational management of processes and performance, assisting on mapping, monitoring, stabilizing and improving system operational performance and implementation of process workflows. In addition, this role will serve as a point of contact for assistance on all initiatives regarding ServiceNow and supporting system setup and improvement needs.
What will you do?
• Develop ServiceNow solutions roadmap for system improvements and enhancements that is in alignment with the broader SSC project initiatives. Partner with SSC functions to identify gaps and improvements that are needed for the system. Gather specific data points to support improvement and enhancement requirements
• Serve as the main point of contact/Product Owner for ServiceNow within the SSC partnering with IT to system problem-solving in the system and conducting follow up sessions with teams to ensure that the problem was solved
• Develop and manage KPIs to establish metrics for system improvements. Support CI team with reports and dashboards on all ServiceNow initiatives to measure SSC enhancement rates. Make sure the dashboards of SSC KPIs are accurate to capture satisfaction surveys, which will serve as inputs for improving the ServiceNow system holistically
• Develop and facilitate ServiceNow trainings for all end users
What do you need for this role?
• High School Diploma/GED required
• Bachelor's Degree preferred, major in Business Management, Information Technology, Computer and Information Science or related field
• Certified Systems Administrator (CSA) preferred
• Certified Implementation Specialist (CIS) preferred
• 3+ years of experience on roles assisting with improvement of systems and/or managing and configuring of business systems ; if Bachelor's degree then 2+ years of experience
• Experience with service delivery model business processes
• Strong verbal, written and listening communication skills
• Strong customer service skills
• Strong human relations and interpersonal skills
• Strong organizational skills with the ability to handle, organize and prioritize multiple tasks
• Strong attention to detail
• Strong presentation and facilitation skills
• Strong teambuilding skills
• Proactively protects internal and external confidential information
• Ability to effectively work and develop partnerships with supporting functions across Mosaic
• Demonstrated problem-solving and analytical skills
• Ability to adapt to a continually changing business and work environment
• Strong project management and process mapping skills
• Must be able to manage deadlines with minimal supervision
• Ability to produce consistent quality of service delivery
• Advanced Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience with ServiceNow functionalities
• Visio flow charting
• Infrastructure systems experience (AWS, Database) preferred
• Knowledge in JavaScript, programming logic and relational databases (SQL, MySQL, Oracle; Diagnosis / Troubleshooting, Angular JS, Bootstrap, CSS, HTML5) will be a plus
Mosaic is an Equal Opportunity Employer that values the strength diversity brings to the workplace.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status.
Mosaic participates in the US E-Verify program.
Must be legally authorized to work in the United States
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Job Type: Full time