Analyst Technology

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

Key responsibilities:

• Must have ServiceNow implementation experience, including development, configuration, and administration in an enterprise environment.
• Advanced scripting of business rules, ACLs, workflow activities
• Formulate system scope and objectives and prepares detailed specifications for application builds.
• Assist with user story creation and grooming.
• Responsible for coding, testing, debugging, and creating technical documentation.
• Oversee uptime, performance stability and system health of all technical components of the ServiceNow instances
• Experience with ServiceNow integration using LDAP, Active Directory, and Single Sign-on
• Experience with ServiceNow components including, but not limited to, Incident / Change/ Problem Management / ITAM / CMDB/ Knowledge Mgmt, Release Mgmt, Discovery and Service Mapping, Financial and Procurement
• Communicate all downtime and activates impacting production with stakeholders and ServiceNow users.
• Drive compliance and tool governance across the ITSM management processes (incident, request, change, release, event, knowledge, asset/configuration, self-service, etc.)
• Partner with key stakeholders to gather requirements for new functionality, automation, and fulfilling requirements based off industry best practices
• Work with data analytics to create reports for various users including IT Capability Teams, IT leadership, and business stakeholders to illustrate service performance, improvements, and areas for improvement
• Have a solid understanding of ITSM processes and possess the ability to interpret technical documentation for training end users on processes and procedures
• Manage ServiceNow Admins and maintain the ServiceNow intake process and roadmap
• Perform yearly/ twice yearly ServiceNow Upgrades on all production and lower environments

Experience/Skills Required:

• Bachelor’s degree in computer science, MIS, Information Technology, or related field OR certification or equivalent experience in the following:
• ServiceNow System Developer
• 8+ years’ experience in supporting ServiceNow ITSM through administration, configuration, development and upgrades
• Experience integrating ServiceNow with an API-led and /or Flat-File integration
• Administration of a ServiceNow instance including the management of users, groups, and roles, CMS Development, ACLs, business rules, workflows, UI actions, UI policies, dictionary, and catalog items Orchestration and Discovery experience a plus.
• Experience conducting ServiceNow instance upgrades.
• ServiceNow Developer Certification is strongly preferred.
• Experience working across multiple vendors and managed service providers
• ITIL Foundations V3 or V4 Certification and knowledge of the ITIL Service Lifecycle
• Equivalent work experience of 8+ years in IT Service Management with ServiceNow
• Experience with application development methodologies

Experience/Skills (Desired):

• Lean IT Six-Sigma Certifications
• Experience with Agile SAFE Methodology
• Proficient in providing insights and strategies for merging two or more ServiceNow instances into a single unified platform.
• Demonstrated success in continual service improvement (ITIL CSI Certification a plus)
• Data Analytics