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    IT Service Management Analyst Lead - Cleveland, United States - Sherwin-Williams

    Sherwin-Williams
    Sherwin-Williams Cleveland, United States

    2 weeks ago

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    Description
    Job Description


    The IT Service Management (ITSM) Analyst will provide subject matter expertise and hands-on delivery and support of core capabilities and provide ongoing support and maturity of the IT Service Management (ITSM) product and related products and tools in the ServiceNow Platform.

    This person will provide an understanding of the requirements and objectives of ITSM best practices and advises product stakeholders in the execution of ITSM process activities required to enable effective operations across the organization.

    Responsibilities


    Product Leadership:

    • Lead and oversee the development and implementation of ServiceNow ITSM and related product solutions.
    • Define the product strategy and roadmap to align with business objectives.
    • Stay abreast of industry trends and emerging technologies related to IT Service Management.

    Team Collaboration:

    • Collaborate with crossfunctional teams, including developers, analysts, and project managers, to ensure successful product delivery.
    • Provide guidance and mentorship to the ITSM product team, fostering a culture of innovation and continuous improvement.

    Requirement Analysis:

    • Work closely with stakeholders to gather and analyze requirements, translating business needs into technical solutions.
    • Conduct regular assessments of user needs and expectations to refine product features.

    Implementation and Deployment:

    • Planning, execution, and monitoring of ServiceNow ITSM enhancements and implementations.
    • Solutioning and development of inbound and outbound integrations with existing systems.

    Documentation:

    • Create and maintain comprehensive product documentation, including user guides and technical specifications.
    • Provide training sessions to endusers and support teams.

    Vendor Management:

    • Manage relationships with ServiceNow vendors and stay informed about platform updates and new features.
    • Evaluate and recommend thirdparty integrations to enhance the functionality of the ITSM product.
    Qualifications


    FORMAL EDUCATION:

    Required:


    Bachelor's degree (or foreign equivalent) in a Computer Science, Computer Engineering, or Information Technology field of study (e.g., Information Technology, Electronics and Instrumentation Engineering, Computer Systems Management, Mathematics) or equivalent experience.


    Preferred:
    ITIL, Lean, and/or certifications
    ServiceNow certifications


    KNOWLEDGE & EXPERIENCE:

    Required:
    8+ years delivering technology solutions including business-specific and enterprise applications in alignment with business objectives
    Strong knowledge of the ServiceNow ITSM product
    Experience with enterprise ITSM platforms
    Experience with Scrum and Agile methodologies


    Preferred:
    Experience with Agile Scrum
    Experience with enterprise software quality assurance methodologies
    Experience with enterprise reporting technologies


    TECHNICAL/SKILL REQUIREMENTS:

    Required:
    Understanding of service and case management capabilities and best practices
    Ability to work effectively in a multi-cultural environment, and to lead and influence cross-organizationally with and without direct authority.
    Exceptional ability and initiative to learn and research new concepts, ideas, and technologies quickly.
    Exceptional ability to effectively move forward on tasks even with ambiguous or changing requirements.
    Clear and concise verbal and written communication


    Preferred:
    Operational configuration of ITSM and CSM platforms (i.e., ServiceNow)


    This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa.

    This position is eligible to work in the office three days a week and has the option to work remotely two days a week

    About Us

    Here, we believe there's not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there's a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We'll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show


    At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better.

    This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute-it matters to us.

    A general description of benefits offered can be found at Click on "Candidates" to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.


    Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range.

    The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs.

    The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

    The wage range, other compensation, and benefits information listed is accurate as of the date of this posting.

    The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

    Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace.

    All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.


    As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.

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