ServiceNow Operations Analyst

MINIMUM REQUIREMENTS:

Education & Experience:

Bachelor's degree and five years of relevant experience or a combination of education and relevant experience.

Knowledge, Skills, and Abilities:

• 3-5 years experience as part of a tier 1/tier 2 Service Desk
• Knowledge of ServiceNow capabilities, business processes, and workflow
• Proven problem solving and analytical thinking and ability to approach problems logically and systematically
• Expertise in configuring and troubleshooting the ServiceNow platform
• Ability to design and document complex business systems.
• Strong understanding of the software development lifecycle and knowledge of Agile/Scrum concepts
• Project management skills as needed
• Skill in conducting interviews and facilitating group meetings
• Excellent communication skills, both written and verbal, including the ability to bridge functional and technical resources by communicating effectively with individuals of varying systems expertise and business needs
• Strong listening, negotiation and conflict resolution skills
• Knowledge of ITIL concepts

PHYSICAL REQUIREMENTS*:

• Constantly perform desk-based computer tasks
• Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment
• Occasionally lift/carry/push/pull objects that weigh 21-40 pounds
• Rarely kneel/crawl, climb (ladders, scaffolds, or other), write by hand, sort/file paperwork or parts, grasp forcefully

* - Consistent with its obligations under the law, the University will provide reasonable accommodations to any employee with a disability who requires an accommodation to perform the essential functions of the job.

WORKING CONDITIONS:

• May require extended hours and weekends

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations
• Promote Culture of Safety: Demonstrates a commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned
• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu

*The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

*Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.