Senior Systems Analyst

Will be responsible for analyzing engineering problems to implement and improve computer systems; supporting MathWorks implementation and ongoing management of ServiceNow; working with business teams and development teams to write stories and define features in support of a variety of business processes, including Application Portfolio Management, IT Asset Management, IT Operations Management and IT Service Management; bringing customer needs to reality and driving value; partnering with stakeholders across the organization to gather requirements and define acceptance criteria; collecting feedback from users to inform backlog; partnering with development team to define solutions; writing and refining agile stories, and representing them in scrum ceremonies; designing, documenting and improving process flows; creating mockups and designs either independently or with assistance from User Experience experts; defining analytics to measure adoption and impact of features; working with end users to resolve work stoppage issues and collect feedback; escalating to developers and vendor as needed to resolve customer-reported issues; and creating and maintain production runbooks.

Responsibilities

Qualifications

Minimum Qualifications:

Education and Experience:

Master's degree in Engineering, Engineering Management, Computer Science, Data Analytics, or a closely related field (or foreign education equivalent) and two (2) years of experience as a Senior Systems Analyst (or related occupation) developing custom applications on the ServiceNow platform.

OR

Ph.D. degree in Engineering, Engineering Management, Computer Science, Data Analytics, or a closely related field (or foreign education equivalent) and no experience.

OR

Bachelor's degree in Engineering, Engineering Management, Computer Science, Data Analytics, or a closely related field (or foreign education equivalent) and five (5) years of experience as a Senior Systems Analyst (or related occupation) developing custom applications on the ServiceNow platform.

Special Requirements:

• Demonstrated expertise defining, implementing, communicating, and improving IT Service Management processes -- Disaster Recovery and Business Continuity, and Incident, Change, Problem, Service Portal and Release Management -- using ITIL standards and Workplace Management tool.
• Demonstrated expertise creating technical design documentation for configuration, customization, and integration with external services; and performing administration of ServiceNow functions, service catalog, workflow and processes -- user management and group management.
• Demonstrated expertise using Visio for UI design.
• Demonstrated expertise developing software applications along the Software Development Life Cycle (SDLC) according to scrum-based Agile methodologies, including requirements gathering, functional design, architecture design, documentation, implementation, and testing.

[Expertise may be gained during Graduate program.]