ServiceNow Application Analyst

Job Title: ServiceNow Application Analyst

Location: Buffalo, NY

Work Model: Hybrid

No C2C, C2H, 1099 or Visa Sponsorship/Transfer available

Nature & Scope:

Positional Overview

The Imagine Group is recruiting for an ServiceNow Application Analyst on behalf of our client, a leading financial institution headquartered in Buffalo, New York, serving individuals, businesses, and communities across the eastern United States.

In this role, you will be responsible for completing activities related to larger and/or more complex installations, configuration, operation and maintenance of ServiceNow EA/HAM/SAM, and CSDM. In addition, you will ensure system hardware, operating systems, software systems and related procedures adhere to organizational values, enabling staff and partners, and providing training to less experienced staff.

Role & Responsibility:

Tasks That Will Lead to Your Success

• Respond to and resolve to help desk escalations of a complex nature.
• Create trending information of system issues and work with partner teams to clarify variables to support efforts to address identified issues from the analysis.
• Create and document procedures for work order and request-based tasks.
• Respond to and resolve identified technical incidents requiring expert problem-solving based on knowledge of system and adjoining systems.
• Use advanced diagnostic tools to troubleshoot issues.
• Complete systems maintenance activities following Standard Operating Procedures (SOP), such as patching, health checks, operating system updates, validating changes and maintaining operational and configuration standards. Research options when anomalies occur and choose best course of action.
• Schedule maintenance changes to reduce operational risk.
• Participate in project work in cross-functional teams; lead technical team within a project and provide input to design efforts.
• Provide training to less experienced staff.
• Complete evening responsibilities as scheduled.
• Initiate, create and document procedures for maintenance tasks and other needs to serve as a reference source.
• Use tools to help automate processes and make systems more efficient, manageable, available, and secure.
• Provide advice and recommend actions involving rather complex issues; resolve problems within established practices.
• Participate in and support capacity planning and development of long-term strategic goals for systems and software in conjunction with Engineering and Architecture departments.

Skills & Experience

Qualifications That Will Help You Thrive

• Minimum of 8 years of higher education and/or work experience.
• Experience with ServiceNow EA/HAM/SAM, CSDM.
• Prior experience reading and digesting technical information.
• Strong Business/Technical/Data Analytics skills.
• Strong written and verbal communication skills.
• Prior experience interpreting and/or discussing terminology or concepts not familiar to many people with others.
• Strong customer focus, including ability to manage customer needs and multiple work priorities.
• Prior project management experience.

Education and Experience Preferred:

• Bachelors degree in technology-related field.
• Certifications or special training in related ServiceNow technologies.
• Prior experience leading technical teams toward a common goal or project within a larger project.