Operations - Business Analyst (ServiceNow)

Scalence L.L.C. is seeking a Business Analyst to join their Service Level and Availability Management team as part of the Digital Nexus technology organization. The role involves supporting service level commitments within the ServiceNow platform, monitoring application availability, and engaging with support teams to ensure service levels meet business needs.

Responsibilities:

• Support service level and operating level commitments as an integrated component of ITSM processes such as incident, request, and change within the ServiceNow platform
• Ensure availability commitments are active for high priority applications and services
• Monitor, negotiate, enable, and report on service levels, operating levels, and application availability commitments
• Proactively identify service level and availability challenges and opportunities
• Prepare service level and availability reviews to drive benefits and improvements
• Engage, inform, and empower support teams and management to ensure service levels are healthy, feasible and meet the needs of both our business and customers
• Educate, communicate, and share knowledge on service level/availability topics to increase organizational awareness; drive sustainable adoption and behavior; and contribute to a high performing culture

Requirements:

• Minimum 3 years of experience using / supporting core ITSM processes within ServiceNow including Incident, Request, Change, Service Level, and Availability Management
• Minimum: ITIL Foundations Certified - Knowledge of Incident Management processes, Business Continuity, and Data Breach Management
• Excellent communication, stakeholder management, data analysis, meeting facilitation, and presentation skills
• Practical knowledge of tools such as Excel, Power BI and ServiceNow Reporting to support availability monitoring and service level review preparation
• Bachelor's degree from an accredited college/university or equivalent work experience