Servicenow Itsm/HR sr. Analyst

JOB DESCRIPTION

You're an original. So are we.

We're a company of people who like to forge our own path. We invented the blue jean in 1873, and we reinvented khaki pants in 1986. We pioneered labor and environmental guidelines in manufacturing. And we work to build sustainability into everything we do. Our brands stand for freedom and self-expression around the world.

At Levi Strauss & Co., you can be yourself - and be part of something bigger. We collaborate instead of competing. We believe that diverse perspectives make us stronger. And we try not to take ourselves too seriously. There's plenty of room to make your mark here. Come work with us and wear what you love.

The ServiceNow Senior Analyst is responsible for general support duties such as working on Incidents, Requests, Problems, Change and Defects related to ServiceNow ITSM & HRSD

Helps organize and maintain Overall Configurations in ServiceNow Platform and Respond to production problems, recommend, and implement immediate resolution efforts across ServiceNow Platform

Primary Responsibilities:

• Resolving incident tickets within published SLA's for ServiceNow ITSM & HRSD Support .
• Involvement with escalations and Incident management including post Incident reporting.
• Work directly with end users to resolve support issues within ServiceNow.
• Assist in Upgrades troubleshooting patch/release management issues.
• Works with IT teams to automate processes, wherever possible.
• Collaborate on the evaluation, recommendation, business readiness and implementation of ServiceNow technology solutions.
• Help identify potential improvements to processes, procedures and software tools.
• Provide Training and mentoring to Level 1 peers in support of enhancements, Stories, and Defect tickets and also practices effective documentation on the same.
• Provide preventative maintenance, troubleshooting, and problem resolution services for ServiceNow IT and HR Service Delivery.
• Maintains current knowledge of ServiceNow marketplace changes, technology changes, and client business pertinent to ServiceNow ITSM and HR Service Delivery.
• Good troubleshooting skills with the ability to assist in determining root cause of problems, offer recommendations or suggestions for a quick, but effective, resolution.
• Consults with stakeholders to lead process design, development and build activities for acquisitions
• Provide advance assistance for ServiceNow by diagnosing a wide range of complex issues, deploying bug fixes and performing root cause analysis.
• Participate in discovery sessions and process definitions with the team and other developers.

Knowledge, Skills, and Abilities Required:

• Ability to "think big" and challenge conventional wisdom regarding the Current technologies.
• Strong leadership and negotiation skills with business and technical groups.
• Strong analytical and problem-solving skills
• Strong Oral and written communication skills with ability to communicate technical information to a non-technical audience.
• Ability to adapt quickly and work on multiple tasks simultaneously.
• Possess outgoing, collaborative, team-oriented style and strong interpersonal skills to successfully manage potential conflicts.
• Ability to work within a global team across cultures
• Exhibit core company behaviors that focus on how we at LS&Co. Operate together day to day regardless of level, function or location.
• Know the business; Own the Result; Company First; Be part of the solution; Lead by Example.
• Strong business planning, analytical, and conceptual skills to evaluate business problems and apply knowledge to identify appropriate solutions

Years and Type of Experience Required:

• Minimum of 6 years of experience with ServiceNow and Overall Service Management
• Requires 4 years of ServiceNow platform experience.
• Experience with any of the technologies : JavaScript, HTML & CSS/SCSS .
• ServiceNow Administrator certifications required .
• Experience with ServiceNow ITSM ,HRSD, Integration Hub, Orchestration and Service Portal preferred.
• ITIL v3/4 certification preferred.
• Experience with software development life cycle (SDLC), Agile, and Scrum methodologies