Senior Service Now Analyst - ICL

Atlanta, GA 30303

Job Description

GTRI/ICL seeks qualified candidates for a full-time Senior ServiceNow analyst role in Atlanta, GA. The qualified candidate will be responsible for coordinating and implementing systems operational procedures in ServiceNow, including configuration, release, and incident management. The individual in this role will be primarily responsible for the day-to-day management of the ServiceNow development and support and all required ServiceNow ITSM processes. In addition to excellent technical qualifications, the ideal candidate will have excellent collaboration skills, a passion for lean processes will be an innovative, creative, quick thinker, fast learner, and a team player with a strong customer service focus.
The project is based in the Centergy Building at 75 Fifth Street NW Atlanta, on the Georgia Tech campus.

Job Duties:

  • Facilitate business requirements gathering and management for ITSM components that include issues, change, release, and incident management.
  • Coordinate efforts to design future-state ServiceNow workflows and align with the iterative development approach to realize a future state configuration that is delivered successfully.
  • Create Service Now process and training documentation to support client absorption and operationalization for GRC, ITSM, and Configuration Management.
  • Develop workflows and use cases for configuration management, change management, and the Configuration Management database of an operational enterprise system
  • Manage the day-to-day activities of the configuration management process, including establishing priorities and work assignments
    Facilitate Configuration Management audits
  • Review and approve all changes to the Configuration Management infrastructure where applicable
  • Review significant IT infrastructure changes to ensure impacts to Configuration Management data are properly addressed
  • Chairs the Configuration Control Board (CCB) and enacts changes as directed
  • Provides and approves all requirements, use cases, user stories, etc. in support of new or improving functionality of the Configuration Management

Travel Requirements

<10% travel

Education & Length of Experience

Research Engineer/Scientist/Technologist/Associate I

  • A Bachelor's degree in Science degree from an accredited university and 15+ years of relevant full-time in operational procedures, especially those deployed using ServiceNow.

Research Engineer/Scientist/Technologist/Associate II

  • A Masters degree in Science degree from an accredited university and 15+ years of relevant full-time in operational procedures, especially those deployed using ServiceNow and three (3) years of relevant full-time experience after completion of that degree,
  • A Masters degree in Science degree from an accredited university and 15+ years of relevant full-time in operational procedures, especially those deployed using ServiceNow and five (5) years of relevant full-time experience after completion of a Bachelors degree, or
  • A Doctoral degree in Science degree from an accredited university and 15+ years of relevant full-time in operational procedures, especially those deployed using ServiceNow.

Required Minimum Qualifications

  • 5+ years of experience with ServiceNow ITSM components
  • Experience implementing ITIL-compliant change/configuration management processes
  • Experience integrating ServiceNow components into the systems development lifecycle (SDLC)
  • Experience in the design and deployment of configuration databases (CMDB)
  • Strong written, verbal, and presentation skills and the ability to work well in a team environment are necessary

Preferred Qualifications

  • Experience defining IT services and their alignment with externally facing business services, the association of services to configuration items, and ownership of the configuration items and associated services
  • Certified in ITIL Service Lifecycle (Service Strategy, Service Design, Service Transition & Service Operation) and ITIL Practitioner Support & Restore (IPSR)
  • Experience with Medicaid Management Information Systems, Health IT standards, policies, and best practices is a strong plus

U.S. Citizenship Requirements

Due to our research contracts with the US federal government, candidates for this position are required to be US Citizens.

Clearance Type Required

Ability to obtain Secret Clearance upon hire

Diversity & Inclusion

Diversity & Inclusion (D&I) at Georgia Tech Research Institute aims to enhance the Institutes mission of solving the worlds most complex technical problems by creating a workforce with a shared appreciation for diversity, raising awareness around inclusiveness, and fostering a sense of belonging and appreciation for all members of our community.

Equal Employment Opportunity

Georgia Tech Research Institute is an Equal Opportunity Employer of individuals with disabilities and protected veterans and actively seeks diversity among its employees. Equal Employment Opportunity is the Law.


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Located in Atlanta, Georgia, the Georgia Institute of Technology is a leading research university committed to improving the human condition through advanced science and technology.

Ranked as the #7 best public university, Georgia Tech provides a focused, technologically based education to more than 21,500 undergraduate and graduate students.

Georgia Tech has many nationally recognized programs, all top-ranked by peers and publications alike, and is ranked in the nation’s top 10 public universities by U.S. News and World Report.

Degrees are offered through the colleges of Architecture, Computing, Engineering, Sciences, the Scheller College of Business, and the Ivan Allen College of Liberal Arts.

The strong academic work ethic at Tech is balanced by a collegiate atmosphere incorporating both intercollegiate and intramural sports, campus traditions, and some 400 student organizations.

Alongside their academic achievements, Tech students are also active in the community, earning a well-rounded education through community service activities.

As a leading technological university, Georgia Tech has more than 100 centers focused on interdisciplinary research that consistently contribute vital research and innovation to American government, industry, and business.

There is no doubt that Georgia Tech stands out as a distinctively different kind of university, one that is eagerly encouraging and developing the revolutionary technologies of the 21st century.

Equipped with the extremely rich resources of an outstanding student body and faculty; strong partnerships with business, industry, and government; and support from alumni and friends, Georgia Tech is designing a future of global preeminence, leadership, and service.

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Senior Service Now Analyst - ICL

Georgia Tech Research Institute (GTRI)
Atlanta, GA 30303

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