IT Process and Automation Analyst

Role overview

Process and platform responsibilities

• Validate new and existing processes with stakeholders, maintain related documentation, and support process implementation.
• Serve as a ServiceNow subject matter expert for business-process designs and configurations.
• Review processes and ServiceNow application use cases for simplification, clarity, and efficiency.
• Partner with stakeholders to design solutions that streamline and automate processes as business needs evolve.
• Create requirements documents, obtain metrics, and work with the Process and Automation Architect on solutions.
• Develop, edit, and validate reports, dashboards, and data exports for operational visibility.
• Create change records in accordance with change standards and assess processes or data for effective cross-functional use.
• Create and maintain Access Management job-function roles, including periodic reviews and identification of new roles with department leaders.

Training, testing, and FIT support

• Develop training for different user personas, maintain training materials, and lead employee-facing training sessions to support adoption and user experience.
• Review training material and documentation periodically, including after platform family releases.
• Develop test plans and conduct user acceptance testing for releases and new platform processes.
• Troubleshoot and resolve reported process issues in a timely manner.
• Support FIT engagements with process mapping, process improvement, and automation, and participate in FIT, LLC offerings.

Qualifications

• Ability to analyze, research, and resolve questions, learn quickly, and adapt to technological changes.
• Excellent communication and documentation skills, including explaining technical details to technical and non-technical audiences.

Additional role expectations