Senior Systems Analyst

Maintain, drive, and support operations for our ServiceNow implementation. Address operational issues, find/fix vulnerabilities before they become issues and have a focus on implementation & management of the CMDB, its governance and its inputs (discovery & integrations). Drive Operational roadmap & strategy. Leverage relationships with ServiceNow customers and MathWorks colleagues to generate operational improvement strategies. Define KPIs for health dashboards. Analyze support trends and define countermeasures. Define and monitor policies for data archiving and API usage. Manage CMDB & Discovery tooling. Configure discovery tooling & patterns. Manage CMDB governance & data quality program. Document & monitor CMDB integrations. Support vendor-driven implementation of service mapping. Resolve incidents for ServiceNow. Manage Major Incidents for ServiceNow. Fulfill service requests such as access changes. Maintain runbooks. May telecommute up to 40%.

Responsibilities

Qualifications

Minimum Qualifications:

Employer will accept a Master's degree in Computer Science, Information Technology, Engineering [any], or a related field and [2] two years of experience in the job offered or in a Senior Systems Analyst -related occupation.

Alternatively, employer will accept a PhD degree in Computer Science, Information Technology, or Engineering [any], or related field and no experience or a Bachelor's degree in Computer Science, Information Technology, or Engineering [any], or related field and [5] five years of experience.

Position requires demonstrable experience with each of the following:

Experience in ServiceNow development, with a strong focus on ITOM and CMDB modules;

Experience with JavaScript, HTML, CSS, or other web development technologies;

Experience with JSON or XML;

Experience with ServiceNow Discovery, Service Mapping, or other ITOM tools:

Experience with ServiceNow's ITOM Visibility;

Experience integrating ServiceNow with discovery tools such as SCCM, Intune, or JamF;

Experience configuring ServiceNow Service Graph Connector and MID Servers to bring data from other systems into ServiceNow CMDB;

Understanding networking protocols such as SNMP or TCP/IP;

Experience in developing and troubleshooting ServiceNow Discovery Patterns and Libraries; and

Familiarity with ITIL processes and how they are implemented in ServiceNow.

Experience may be gained during graduate program. Will accept any suitable combination of education, training, and/or experience.