IT Service Management Analyst

JOB TITLE

IT Service Management Analyst

A Career with point72’s technology team

As Point72 reimagines the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting, discovering new ways to harness the power of open source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity. 

Our Technology Infrastructure Team engineers and operates the foundational technology platforms that power all of Point72’s applications and businesses. Our disciplines span a broad array of technologies from datacenter infrastructure to large scale cloud services, with the shared goal of providing the most reliable, performant, modern technology platforms to improve time-to-market for our business. We also deliver end-user technology solutions to support the evolving collaboration and productivity needs of our global teams. Our team focuses on innovation and challenging the current state of our infrastructure technology in a fast-paced, dynamic, and collaborative working environment.   

What you’ll do

As a member of the IT Service Management (ITSM) team, you will play a crucial role in analyzing business needs, designing solutions, and optimizing processes on the ServiceNow platform. This role requires a deep understanding of ITSM processes, strong analytical abilities, and the technical expertise to bridge the gap between business requirements and technical implementation. You will collaborate with cross-functional teams to ensure the successful integration of Device42 CMDB and ITSM tool(s), aligning with industry best practices and organizational requirements. You will define the processes, policies and establish governance to ensure the operational health and quality of IT Service Management tools. You will drive the operational maturity of IT Service Management tools and processes (Incident, Problem, Change, Request, Asset Management and CMDB). Specifically, you will: 

• Support the transition from Jira Service Management platform to ServiceNow. This includes but is not limited to analysis and planning, platform configuration and customization, data migration, integration development, process optimization and testing and quality assurance. 
• Collaborate with stakeholders to gather, document, and analyze business requirements for ServiceNow implementations and enhancements. 
• Work closely with technical teams to design and propose solutions that align with business objectives and leverage the capabilities of the ServiceNow platform. 
• Analyze existing ITSM processes and identify opportunities for optimization and automation using ServiceNow. 
• Assist in the configuration and customization of ServiceNow modules, including workflows, forms, and user interfaces, to meet business needs. 
• Utilize advanced analytical skills to develop and generate reports, dashboards, and metrics that provide insights into ITSM performance and trends. 
• Develop test plans and conduct testing to ensure that ServiceNow configurations and customizations meet business requirements and quality standards. 
• Create and maintain comprehensive documentation for processes, configurations, and user guides. Conduct training sessions to educate users on ServiceNow functionalities. 
• Liaise between business units and technical team to facilitate effective communication and ensure alignment on project goals and deliverables. 
• Stay updated with the latest ServiceNow features and industry best practices and recommend continuous improvement initiatives to enhance platform capabilities. 

What’s REQUIRED

• Bachelor’s degree in a technology related field or a minimum of 5 years of relevant recent experience 
• Proven experience as a ServiceNow business analyst or similar role, with a strong track record of successful ServiceNow implementations, including hands-on scripting, programming and setup work within the ServiceNow and related platforms 
• Advanced proficiency in ServiceNow platform capabilities, including ITSM, ITOM, and custom applications
• Strong understanding of web technologies such as JavaScript, HTML, and CSS
• ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist
• Experience with data analysis tools and techniques; exceptional analytical and problem-solving skills, with the ability to interpret complex data and derive actionable insights
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders
• Ability to work collaboratively in a team environment and manage multiple priorities effectively. 
• Hands-on experience with industry standard enterprise change, configuration and asset management system tools (such as JSM, Device42, ServiceNow, BMC, etc.)
• Demonstrated understanding of the pressures and demands of working in a large and complex technical environment with a commitment to the highest ethical standards 
• Familiarity with configuration management concepts and best practices, including CI/CD pipelines, version control, and IT asset lifecycle management 
• Solid understanding of IT infrastructure components, such as servers, networks, storage systems, and virtualization technologies 
• Commitment to the highest ethical standards

We take care of our people

We invest in our people, their careers, their health, and their well-being. When you work here, we provide:

• Fully-paid health care benefits
• Generous parental and family leave policies
• Volunteer opportunities
• Support for employee-led affinity groups representing women, people of color and the LGBTQ+ community
• Mental and physical wellness programs
• Tuition assistance
• A 401(k) savings program with an employer match and more

About point72

Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry’s brightest talent by cultivating an investor-led culture and committing to our people’s long-term growth. For more information, visit www.Point72.com/about.