Servicenow Service Level & Portfolio Analyst

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

In this Service Level & Portfolio Analyst role, you will be joining our Enterprise Service Management Office to collaborate with stakeholders facilitating quality service delivery. This includes, but is not limited to, aiding service owners in setting clear business-based targets for Service Levels, while ensuring that service delivery is properly assessed; monitored; and managed against those targets (i.e., request fulfillment, response time, availability, performance). In addition, you will aid service owners in service lifecycle management, ensuring services are clearly defined and required attributes maintained based on CSDM and JH standards. Together, this supports clearly defined services for consumption, and ongoing monitoring/management of service delivery for success and continual improvement. This role is also not limited to working in ServiceNow and will require collaboration with other teams and tools.

As a ServiceNow Service Level & Portfolio Analyst, you will bring value to our company by understanding the needs of the business, anticipating future needs, and executing on efforts to fulfill the needs while providing an inspiring, transformational experience.

• Understand internal and external SLA requirements.
• Create and manage ServiceNow SLA definitions through stakeholder partnership.
• Manage ServiceNow Service Portfolio through stakeholder partnership.
• Collaborate with other ITSM practice areas like Request Management for Service Catalogs and Configuration Management for Configuration Items.
• Analyze Service Level data to provide insights.
• Adhere to CSDM and JH standards.
• Create enhancements for ServiceNow Platform Team to improve workflows and user experience for relevant practice areas.
• Coach and advocate for Service Level Management and accurate Service Portfolio data in ServiceNow.
• Execute documented processes to achieve defined objectives and outcomes of the ITSM Practices.
• Provide feedback, insight, and solutions into the effectiveness and efficiency of processes, teams, tools, and partners.
• Review and update practice documentation as authorized.
• Utilize ITSM tools and technologies in the execution of practice processes.
• May participate in on-call rotations as appropriate for the practice being managed.
• Engage with Service Owners, Product Teams, and Business Leaders as appropriate.
• Organize and facilitate meetings with stakeholders as appropriate.
• Record, track, and review KPI’s and metrics related to the performance of the practice.
• Will assist in training less experienced peers.
• May act as a team lead.
• May perform other job duties as assigned.

• Minimum of 6 years of experience managing IT Service Management processes.
• Outstanding interpersonal skills, including collaboration, communication, relationship building, and negotiation.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Ability to travel up to 10% to attend JH meetings, trainings, and/or professional conferences.

• Experience with ITIL framework and/or other ITSM best practices.
• Advanced industry certifications, i.e. ITIL Managing Professional.
• ServiceNow Service Level Management experience.
• ServiceNow Service Portfolio & Catalog Management experience.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this positing, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.