Junior Service Now Analyst Job Listing at SAIC in Santa Ana, CA (Job ID 2511484)

Description

Description

Key Role

Support Service Now application development, catalog structure and overall processes and work flows to build new automation and structure for the Orange County SMS system.  Understand how Service Now is configured and how the various service areas (network, voice, security, datacenter, desktop, helpdesk, etc.) fit into the ITSM structure of the SAIC program.  Assist with creating and managing processes around service requests, change control, approvals, alerting, incident creation and response and incident escalation.  Work closely with the program managers and the ITSM team to create the standards and operational documentation, including review of the runbook and process documentation.  Report regular status of projects and operational issues to the team.

This Role Performs:

·        Operational process documentation, planning, modification and maintenance

·        Evaluation of existing process documentation and assist with creation of ongoing SOP's

·        Working with the ITSM team to maintain and update service definitions within the CMDB CI structure

·        Develop work flows and automate tasks to help improve on the efficiencies of the Service Now system

·        Perform administrative and configuration work on the county Service Now instance

·        Build Process around service requests, incidents and projects

·        Build reports that will auto generate at regular intervals to show current status of ticketing queues, aging tickets, SLA violations, work load, etc.

·        Validate existing standards, documents and diagrams with the assistance of the lead engineers

·        Maintain technical expertise in IT Service Management and Service Now as well as a technical level understanding of application and software development

Qualifications

Required Qualifications

·        3 years of relevant work experience required

·        1 years of ITIL Service Delivery experience required

·        Minimum 3 year of Operations experience supporting applications and application development

·        Demonstrates excellent interpersonal communications and complex problem solving, advanced written and verbal communications skills including the ability to develop presentations and present to senior management

·        Detailed working knowledge of application services and Service Now in particular

Desired Qualifications

·        Bachelor degree required

·        ITIL® V3 Foundation Level or higher certification

·        Experience with programming languages (Python, C++, Java, CSS, etc)

·        Energetic, forward-thinking, and creative

·        Strong interpersonal, communication and presentation skills

·        Extensive experience of customer and supplier relationships

·        Ability to develop and execute multiple priorities and approaches to meet objectives

·        Experience creating and presenting project plans and designs

Clearance

Applicants selected will be subject to a security investigation and will need to pass a drug screen.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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