Senior Service Center Analyst, ServiceNow, Full-time, Days

Job Description

The Senior Service Center Analyst reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The MyNM Service Center provides support to the NM Workforce through self-service functions and Service Center Representatives. The Senior Service Center Analyst supports a variety of internal teams by using business, technical and analytic experience to improve processes and solve problems. The Senior Analyst serves as an innovative, insightful, and trusted partner, soliciting feedback and advising team members and leadership with data-driven recommendations.

The Senior Analyst facilitates and captures stakeholder’s requirements and use cases while understanding the business strategy and ensuring processes, tools, and templates are utilized consistently.

Responsibilities:

 

Identify process improvement and service expansion opportunities within the MyNM Service Center to enhance operational effectiveness and build capabilities

Promotes proactive approaches in using technology to solve business needs/problems.

Works to develop new and innovative ways to automate functions and processes to gain efficiencies

Demonstrates the ability to develop project plans and times lines, including task and critical path identification, and issue tracking and resolutions

Facilitates project meetings with teams in the completion of designated projects.

Leads initiatives for implementation of new processes and/or procedures

Effectively communicate with the business users to gather functional requirements, use cases and stories for system changes/enhancements

Guide users through decisions and alternatives for improving their business processes

Understand industry-specific trends that impact the organization

Monitor and measure continuous improvement outcomes   

Work with other IS functions to deliver technology changes that support continuous improvement initiatives

Monitor daily service center metrics, provide analysis on general operations, identify and advance continuous improvement initiatives