| Required||Service Now Business Analyst||Atlanta, GA (Remote)||No .. at Remote, Remote, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=2025445&uid= From: Shivani, kpg99 [email protected] Reply to: [email protected] Hi , Hope you are doing well. My name is Shiv an i Saini and I'm an IT recruiter at KPG99. Kindly go through the below JD and let me know your interest. Also share with me your updated resume with contact details. Position : Service Now Business Analyst Location : Atlanta, GA (Remote) Must be in/around Atlanta area (will be remote to start/while on contract, but if they eventually go permanent, theyll need to come in periodically) Duration : 6+ Months Contract JOB DESCRIPTION.. Your Role Accountabilities: Analyze service level data to identify trends, frequent breaches or near breaches, and areas for improvement. Utilize various analytical techniques to gain insights into service level patterns and develop strategies to mitigate recurring issues. Evaluate existing service level management processes to assess their effectiveness and efficiency. Identify gaps, inconsistencies, and areas for optimization, and propose solutions to enhance the overall service level management framework. Assist with continuous improvement initiatives to streamline service level management processes. Collaborate with cross-functional teams to implement best practices, standardize procedures, and enhance service level response capabilities. Collaborate on any updates/improvements to documentation of service level management processes, procedures, and workflows. Generate regular reports and metrics and dashboards to track service level trends, performance metrics, and the effectiveness of implemented solutions. Collaborate with Learning & Development Team on training programs to onboard new teams & educate stakeholders on service level management processes, procedures, and best practices. Promote awareness of service level management protocols and foster a culture of proactive service level response across the organization. Collaborate with stakeholders across various departments, including IT, security, operations, and customer support, to ensure alignment and consistency in service level management efforts. Assist in the creation, review, and auditing of knowledge articles within the ServiceNow platform to ensure accuracy, relevance, and completeness. Triage and address support tickets, ensuring timely resolution and effective communication with end users. Identify opportunities for process improvement and efficiency gains within knowledge management workflows, leveraging common industry standards and emerging technologies i.e., virtual agent and artificial intelligence (AI). Analyze key performance indicators (KPIs) and metrics related to service level and knowledge management processes and generate insightful reports to inform decision-making and drive continuous improvement efforts to include other ITSM processes i.e., Incident Management. Provide training and guidance to end-users on knowledge management process, best practices, and tools fostering a culture of knowledge creation, sharing and collaboration. Assist in facilitating the implementation of changes and enhancements to the knowledge management process, ensuring minimal disruption to service delivery and maximum user adoption. Maintain comprehensive documentation of knowledge management processes, procedures, and configurations, ensuring accuracy and compliance with organizational standards and policies. Assist with creating new or modified SLA Definitions within process governance/framework. Test and validate any new/updated knowledge functionality/feature enhancements, and any new or modified SLA definitions, to ensure they map back to Service Offerings, are written correctly to meet contractual requirements, and are tracked via transparent and available reporting and/or dashboards. Assist with clean-up of orphaned OLA or UC definitions to ensure they align with overarching SLAs and map to Service Offerings Collaborate with other process analysts and process owners to ensure process inputs/outputs run smoothly. Thanks & Regards Shivani Saini ||Technical Recruiter [email protected] Direct--609-662-6116 KPG99,INC 3240 E STATE ST EXT Hamilton, NJ 08619 www.kpgtech.com Linkedin ID https://www.linkedin.com/in/shivani-saini-1397311a2/ Keywords: artificial intelligence information technology golang Georgia Idaho New Jersey Required||Service Now Business Analyst||Atlanta, GA (Remote)||No .. [email protected] http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=2025445&uid= |
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| 11:07 PM 18-Dec-24 |