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We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job
The Cloud and Information Services team is looking for a highly experienced Senior ITSM and ITOM Business Systems Analyst to play a critical role in reshaping our ITSM implementation and continued implementation of ITOM. As a ServiceNow ITSM and ITOM Business Systems Analyst, you will be pivotal in enhancing our IT service delivery and operational efficiency. You will collaborate closely with business stakeholders to understand requirements, analyze existing processes, and design and implement solutions within the ServiceNow platform. The ideal candidate will have a comprehensive understanding of ITSM and ITOM processes and hands-on experience in configuring and optimizing ServiceNow modules.
As a Senior ITSM and ITOM Business Systems Analyst, you will:
- Work closely with business stakeholders to gather, analyze, and document ITSM and ITOM process requirements.
- Design, configure, and implement ServiceNow solutions for ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management.
- Design, configure, and implement ServiceNow solutions for ITOM processes, including Discovery, Event Management, and Service Mapping.
- Collaborate with technical teams to ensure successful implementation, integration, and ongoing support and development of ITSM and ITOM solutions.
- Provide expertise in ServiceNow best practices for ITSM and ITOM and contribute to the overall platform governance.
- Conduct thorough testing and validation of implemented solutions to ensure quality and reliability.
- Develop and deliver training sessions for end-users and support teams.
- Stay current with ServiceNow releases and updates, assessing the impact on existing configurations.
Required Qualifications
- 8+ years of experience in ServiceNow as a Business Systems Analyst.
- Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.
- Proven experience as a Business Systems Analyst focusing on ServiceNow ITSM and ITOM.
- In-depth knowledge of ITSM processes and ITOM modules.
- Hands-on experience with ServiceNow platform configuration, scripting, and integrations for ITSM and ITOM.
- Working knowledge of ServiceNow ITAM and DPM
- Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions.
- Excellent communication skills with the ability to convey complex technical concepts to technical and non-technical stakeholders.
- You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do.
Preferred Qualifications
- ServiceNow certification(s) such as Certified System Admin (CSA) Certified Implementation Specialist (CIS) or Certified Application Developer (CAD) for both ITSM and ITOM is a plus.
World-Class Benefits
Highlights include...
- Comprehensive medical, prescription, dental and vision plans.
- Medical plan options include...
- PPO with low annual deductible and copays.
- HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
- Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
- An industry-leading 401k plan.
- Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
- Volunteer Time Off, parental leave and unlimited paid sick days.
- Generous childcare benefits for all full-time employees.
Diverse and Inclusive
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.
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