What are the responsibilities and job description for the ServiceNow Analyst position at Targa Resources?
POSITION SUMMARY:
The ServiceNow Analyst III is able to work out of our Houston, Tulsa or Dallas office. The incumbent is skilled in the configuration of the ServiceNow application, provides support services to end users, designs/develops/maintains custom solutions, implements and integrates with 3rd party solutions, and identifies/supports process improvement initiatives. They are responsible for maintaining and monitoring the ServiceNow environment to maximize availability and performance, provide troubleshooting and corrective action to resolve business issues, and insures the usability and support for application enhancements and bug fixes. They will act as a Subject Matter Expert (SME) for ServiceNow functionality while facilitating requirements definitions of new solutions, capturing the business process and translating to solution designs, providing training, and creating/maintaining product documentation. Although this position is not a pure development role it will require the use of some development/programmer competencies to complete work efforts.
JOB FUNCTIONS AND KEY RESPONSIBILITIES:
- Maintain end-to-end understanding of the functional workings of ServiceNow and associated business processes.
- Adjusts and modifies the ServiceNow platform to align with organizational needs.
- Configures and customizes various aspects of the system, including workflows, UI policies, actions, scripts, pages, and business rules.
- Provide functional and/or technical support on assigned service requests and incidents.
- Implementation and configuration of new solutions in ServiceNow that meets requirements and considers user experience.
- Develop and support integrations between ServiceNow and other applications.
- Monitor incoming service requests and incidents.
- Investigate and diagnose service requests or incidents according to their priority/rank and identify the resolution and/or issue.
- Work directly with users to identify and resolve issues adversely impacting business processes.
- Define technical solutions ensuring considerations for system stability, performance, and ongoing maintainability.
- Identify solution alternatives to address issues raised throughout service request or incident lifecycle.
- Utilize 3rd parties and vendor support as defined within existing support arrangements and escalate additional (billable)support to appropriate IT management for approval.
- Adheres to and champions the IT Governance programs (e.g. incident management, change management, communication, and release management)
- Complete functional/technical designs and associated estimates to meet defined requirements.
- Monitor application backlog (service requests, incidents) and keep open items updated with current efforts.
- Maintain documentation (run books, requirements, design documents, build, deployment, install guides) and process standards along with regular audits to validate accuracy.
- Develop documentation and provide training to users as appropriate.
- Define potential improvement changes to resolve errors, prevent the recurrence of problems or improve system maintainability and stability.
- Provide input to IT Project Management Office to support clear and concise requirements definitions.
- Assist team members handling major incidents; identify the root cause and short or long term solutions.
- Informally mentor less experienced team members on an as needed basis.
- Prevent the replication of problems by sharing lessons learned and best practices with other team members and IT Management.
- Develops customer relationships by making efforts to listen and understand the customer; anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
MINIMUM ESSENTIAL QUALIFICATIONS:
- Bachelor’s Degree in Computer Science, MIS, and/or equivalent work experience in a related field
- Minimum of 4 years of experience supporting/administering ServiceNow including configuring an ITSM service catalog and service portal.
- Minimum of 2 years of experience in application development or a programming language- Experience or familiarity with VB, .NET and related or similar technologies (JSON, XML, JavaScript, Jelly, jquery, AngularJS, HTML, and CSS)
- Have performed multiple ServiceNow upgrades.
- Experience with Common Database platforms (Oracle, MySQL, SQL, PL/SQL)
- Familiarity with commercial off-the-shelf (COTS) applications
- Familiarity with ITIL concepts and the ability to follow problem, change, and incident management processes and procedures.
- Strong written and verbal communication skills with an aptitude for problem solving.
- Must be able to independently resolve issues and efficiently self-direct work activities based on the ability to capture, organize, and analyze information.
- Experience delivering solutions that align with business strategies.
- Experience troubleshooting complicated issues across multiple systems and driving to solutions.
- Experience supporting resources performing user acceptance, regression and other required system tests, ensuring that system and/or related integration issues that arise are identified, researched and closed in a timely manner.
- Experience providing technical solutions to non-technical individuals.
- Demonstrated team building skills.
- Ability to deal with internal employees and external business contacts while conveying a positive, service-oriented attitude.
- Willingness to travel to company locations (up to 5%)
- Regular and reliable attendance.
PREFERRED QUALIFICATIONS:
- ITIL v4 Foundations certified.
- ServiceNow Certifications (Administrator, IT Service Management, etc.)
- Working knowledge and experience in Microsoft Technologies (Microsoft Certifications)
EQUAL EMPLOYMENT OPPORTUNITY:
Targa Resources provides equal employment opportunities based on merit, experience, and other work-related criteria and without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees’ beliefs and practices that do not conflict with Targa’s policies and applicable law. We value the unique contributions that every employee brings to their role with Targa.
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