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We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job
The Cloud and Information Services team is looking for a Senior CSM Business Systems Analyst specializing in ServiceNow CSM. You will play a critical role in our ServiceNow platform's design, development, implementation, and maintenance to support our customer service operations. You will collaborate closely with stakeholders across various departments to gather requirements, analyze business processes, and translate them into effective ServiceNow solutions. Additionally, you will provide subject matter expertise to connect and align CSM with IT Service Management (ITSM) and IT Operations Management (ITOM) to ensure seamless integration and alignment with broader IT initiatives.
As a Senior CSM Business Systems Analyst, you will:
- Collaborate with business stakeholders to understand and document ServiceNow CSM implementation and enhancements requirements.
- Design, configure, and customize ServiceNow CSM modules to meet business needs, leveraging best practices and industry standards.
- Conduct a thorough analysis of existing business processes and identify opportunities for improvement and optimization through ServiceNow.
- Lead and participate in the full lifecycle of ServiceNow projects, including requirements gathering, solution design, development, testing, deployment, and post-implementation support.
- Provide guidance and expertise to junior analysts and developers on ServiceNow CSM configurations and best practices.
- Collaborate with cross-functional teams to ensure seamless integration of ServiceNow with other IT systems and tools, particularly ITSM and ITOM platforms.
- Develop and maintain documentation, including system requirements, design specifications, test plans, and user guides.
- Stay abreast of ServiceNow platform updates, industry trends, and best practices to improve our ServiceNow environment continuously.
Required Qualifications
- 8 years experience in ServiceNow.
- 5 years of experience in ServiceNow as a CSM Business Systems Analyst.
- Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.
- Experience with Customer Service Management processes, including Case Management, Interactions, Virtual Agent, Advanced Work Assignment, and Knowledge
- Strong understanding of IT Service Management (ITSM) processes, including incident management, change management, and service catalog.
- Experience with IT Operations Management (ITOM) concepts such as event management, discovery, and orchestration.
- Proven track record of successful ServiceNow implementations and enhancements, including requirements gathering, solution design, configuration, and testing.
- Proficiency in ServiceNow development technologies, including JavaScript, GlideScript, and ServiceNow APIs.
- Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical ServiceNow solutions.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
- ServiceNow certifications (e.g., Certified Implementation Specialist - CSM) are a plus.
- You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do.
Preferred Qualifications
- ServiceNow certification(s) such as Certified System Admin (CSA), Certified Implementation Specialist (CIS), or Certificates for CSM, ITSM, and ITOM is a plus.
World-Class Benefits
Highlights include...
- Comprehensive medical, prescription, dental and vision plans.
- Medical plan options include...
- PPO with low annual deductible and copays.
- HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
- Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
- An industry-leading 401k plan.
- Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
- Volunteer Time Off, parental leave and unlimited paid sick days.
- Generous childcare benefits for all full-time employees.
Diverse and Inclusive
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are.
To put it plainly: you are welcome here.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.
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