ServiceNow IT Analyst

2 weeks ago

Cebu City, Central Visayas, Philippines Lexmark International Full time

Help Desk & IT Support (Information & Communication Technology)

#DiscoverYourMark and Be part of our highly dynamic team to enjoy the following benefits:

  • HMO coverage from day 1 of employment for you and your dependents with Maternity coverage
  • Expanded Medical Benefit
  • Accident and life insurance
  • Dental and optical reimbursements
  • Free medical consultation with Lexmark's in-house doctors
  • Employee privilege access to lactating, gaming, music and sleeping room
  • Health and wellness activities
  • Work-life balance
  • Semi flex schedule and alternative work arrangements
  • Dress down Friday and Shift Allowance
  • Company-sponsored team bonding activities
  • Unlimited access to online learning
  • Diversity, Equity and Inclusion programs

***eligibility guidelines apply***

JOB PURPOSE/MISSION/SUMMARY:

Our technology is outstanding, but it's the talented, diverse and driven people behind our company who make it all happen. Our employees have the determination to go further, the adaptability to adjust to an ever-changing global market, the heart to stay passionate and personally invested, and the mind to know when to step back and put it all in perspective.

We are seeking a ServiceNow IT Analyst to work closely with the IT Service Management Team and ServiceNow developers to provide analysis expertise for several capabilities of the ServiceNow platform. Lexmark is looking for an experienced information technology professional who can lead people, build processes, and has a continuous improvement mindset to help drive best practices in ServiceNow. This leader will work with team of geographically distributed analysts, operations, infrastructure, security, and development teams as well as end users and stakeholders to provide expertise of assigned areas of the platform, such as Service Mapping, Idea and Demand Management, Service Operations Workspace, Virtual Agent, Service Portal, Employee Center, User Experience Analytics, Performance Analytics, and Platform Analytics Workspace.

KEY ROLES & RESPONSBILITIES:

  • Become an expert with best practices and the existing ServiceNow implementation in assigned areas of the platform and use that knowledge to design solutions accordingly.
  • Work collaboratively with the ServiceNow Product Owner and Development team to continually improve, optimize, and mature assigned areas of the platform.
  • Schedule and facilitate meetings to solicit requirements from requesters and document those in user stories for implementation by the ServiceNow development team.
  • Perform training sessions and demos for end users and stakeholders.
  • Be first point of contact for service owners, stakeholders, and end users to assist with questions, support, and training regarding assigned areas of the platform.
  • Follow industry and organizational best practices and standards and participate in company communities of practice to continuously refine and communicate them. Proactively contribute to a culture of continuous improvement.
  • Take ownership of, build, and share expertise with your team and other members of the organization.
  • Create and maintain documentation to ensure compliance with all company and regulatory requirements.
  • Create, maintain, and execute unit tests and end-to-end test cases to ensure accuracy, reliability, and optimal performance and provide testing feedback to the development team.
  • Attend Change Advisory Board (CAB) meetings to represent change requests related to assigned areas of the platform.
  • Evaluate new platform capabilities that are introduced by ServiceNow upgrades.
  • Actively participate in and/or lead initiatives involving touchpoints with assigned platform capabilities, such as integrations, chat bots, portals, and other ServiceNow features.
  • Contribute to the ServiceNow roadmap planning and assist with prioritizing initiatives in collaboration with the ServiceNow Product Owner.

EXPERIENCE, EDUCATION & CERTIFICATIONS BASIC REQUIREMENTS:

  • 4-year degree in Business, Information Technology, User Experience, or related discipline, or comparable education and work experience
  • 3+ years' experience with user experience analysis, business analysis, technical analysis, process analysis, data analysis, and/or requirements analysis
  • 2+ years' experience working with an IT service management platform such as ServiceNow
  • Extensive experience eliciting and documenting requirements in the form of use cases and user stories
  • Strong facilitation, negotiation, problem solving, communication, and presentation skills across all levels of the organization
  • Deep understanding of IT Service Management and ITIL

Preferred Qualifications:

  • Analyst experience with at least 2 capabilities of ServiceNow such as Service Portal, Employee Center, Service Mapping, Idea/Demand Management, Service Operations Workspace, Virtual Agent/Agent Chat, User Experience Analytics, Performance Analytics, and Platform Analytics Workspace, or related capabilities
  • Experience with Microsoft collaboration tools such as Teams
  • Knowledge of configuration and asset management (CMDB) concepts
  • Understanding of infrastructure and cloud technology concepts
  • Experience working within the software development lifecycle (SDLC)
  • ITIL Certification
  • Experience with Agile and/or SAFe

If you are a motivated and organized individual with a passion for optimizing IT processes and user experiences, we encourage you to apply. Join our team and contribute to the delivery of efficient and user-centric services through the ServiceNow platform.

Founded in 1991, Lexmark is recognized as a global leader in imaging and output technology solutions and managed print services by many of the technology industry's leading market analyst firms. Lexmark sells its products and services in more than 170 countries and is headquartered in Lexington, Kentucky. Lexmark Research and Development Corporation (Lexmark Cebu) is one of Lexmark's multimillion-dollar facilities invested in Cebu, Philippines. It is the base of Lexmark research and development and shared services operations in the Asia Pacific region, making the Cebu facility the largest site next to the corporate headquarters.

In 2020 alone, Lexmark Cebu won the Best Globa

Founded in 1991, Lexmark is recognized as a global leader in imaging and output technology solutions and managed print services by many of the technology industry's leading market analyst firms. Lexmark sells its products and services in more than 170 countries and is headquartered in Lexington, Kentucky. Lexmark Research and Development Corporation (Lexmark Cebu) is one of Lexmark's multimillion-dollar facilities invested in Cebu, Philippines. It is the base of Lexmark research and development and shared services operations in the Asia Pacific region, making the Cebu facility the largest site next to the corporate headquarters.

In 2020 alone, Lexmark Cebu won the Best Globa

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Perks and benefits

Medical

Miscellaneous allowance

Parking

Vision

Maternity Benefit, Life and Accident Insurance, Pe

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