Systems Analyst I #JR-00896

About the role

An inquisitive imagination, purposeful passion, and consistent customer-focus are all welcome traits. The Systems Analyst I will be assigned to the Information Technology Service Management Team in the Information Technology department and will perform professional system analysis development and/or maintenance work of various information systems. The role will utilize the City’s IT systems to help achieve strategic goals.

Responsibilities

• Administer and maintain ServiceNow user accounts (through Active Directory), groups, roles, and access controls.
• Troubleshoot and resolve login and access-related issues to ServiceNow.
• Design, develop, and maintain Service Catalog items and service request workflows.
• Participate in testing new features and enhancements.
• Create, manage, and maintain knowledge articles and knowledge base content.
• Import hardware asset data into the ServiceNow platform.
• Develop and deliver user training and create supporting training materials and documentation.
• Configure and administer the ServiceNow platform, including forms, workflows, business rules, client scripts, and other platform components.
• Perform basic scripting updates using JavaScript.
• Research and evaluate new ServiceNow features, functionality, applications, and modules.
• Design and document business processes and translate business requirements into scalable ServiceNow solutions.
• Manage and maintain ServiceNow plugins, applications, and platform updates to ensure optimal system performance and security.
• Manage update sets, application deployments, platform upgrades, and instance cloning activities.
• Support integrations between ServiceNow and external systems.
• Import, transform, validate, and manage large datasets using data loads, transform maps, and import sets.
• Review and troubleshoot data import errors, perform data validation, and ensure data integrity throughout the import process.
• Export data sets and generate extracts to support reporting, integrations, audits, and business operations.
• Verify, validate, and maintain data quality, integrity, and consistency across the platform; perform clean-up activities where necessary.
• Develop and maintain reports and dashboards to support operational and business objectives.
• Create and manage ServiceNow support cases, troubleshoot issues, and escalate incidents when necessary.
• Gather, analyze, and document business requirements and translate them into effective technical solutions.
• Serve as a trusted advisor to stakeholders by providing platform guidance, technical expertise, and best-practice recommendations.
• Evaluate emerging ServiceNow products, features, and best practices, and provide recommendations for adoption.
• Participate in the implementation of new ServiceNow applications, modules, and platform enhancements.

Requirements

• Strong preference for 3 or more years of IT and business/industry work experience in business analysis, requirements elicitation, strategic development, testing, deployment of systems, and life cycle management.
• Strong preference for experience with business process modeling and workflows.
• ITIL Foundations certificate.
• ServiceNow Certified System Administrator (CSA) certificate.
• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, Business, or closely related fields.
• Experience with formal testing methods and user testing activities.
• Experience with current industry best practices in the disciplines of business analysis.
• Demonstrated abilities with verbal communications and writing fundamentals.
• Minimum of four (4) years in fields utilizing the required knowledge, skills, and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
• Must have a current and valid driver’s license.

Schedule

This position offers a remote/hybrid work schedule arrangement within the Virginia and North Carolina surrounding areas.

Benefits

• Paid time off.
• Paid holidays.
• Health, dental, and vision insurance options.
• Wellness program.
• Retirement benefits.
• Tuition reimbursement.