ServiceNow Business Analyst
Company Name:
Eli Lilly
Company Description:
Lilly is the 10th largest pharmaceutical company in the world, and has been creating medicines that help improve peoples' quality of life for more than 135 years. Across the globe, we are a leader in investing in research and development and we also invest in our employees in competitive salaries, training and development, and health.
The pharmaceutical industry is a complex, rapidly changing environment and we are looking for highly capable leaders to help us continue bringing innovation to patients.
If you are interested in being considered for employment at Lilly, we encourage you to review the following opportunity.
Responsibilities
The role of the Service Management System Admin will act as a System Administrator and Developer for the ServiceNow solution and integrations. This role will be responsible for operations of ServiceNow as well new development in ServiceNow. This role will help interface with IT users, create solutions, and provide direction to the outsourced support staff.
Key Objectives/Deliverables:
Support and development of the ServiceNow tool, including catalog items, workflows, and integrations
Rapid uptake of Lilly ServiceNow knowledge
Interface with IT customers to provide assistance when needed
Work with SI Architects to plan the development of new solutions in ServiceNow
Attend architecture and technical review meetings to understand the requirements of a change and provide information on the capacity of the support team and impact on the support team
Help to coordinate testing and development for releases
Develop service and process improvement plans overtime
Provide service status updates to the System Custodian
Monitor SLA performance of the support supplier as well as service metrics.
Report results to management, drive the team to meet targets, and escalate issues.
Provide oversight of system related risk mitigation, privacy controls, and quality requirements
Point of contact of escalation for customer issues
Understand deliverables in scope of the vendor contracts to provide oversight of the outsourced support staff
Work incident and change tickets as needed and provide oversight of all team ticket work to drive completion and the quality of delivery
Basic Qualifications
Bachelors Degree
2 plus years of experience with requirements gathering and working with internal IT customers
At least 2 plus years of experience with ITIL and experience working in IT Service Management
Experience with Web (HTML/Java Script) Development
Two plus years of development and support experience
Functional knowledge of IT infrastructure
Knowledge of Service Management business environment, culture and requirements
Knowledge of ITIL v3
Qualified candidates must be legally authorized to be employed in the United States. Eli Lilly and Company does not anticipate providing sponsorship for employment visa status (e.g.H-1B or TN status) for this employment position
Additional Skills/Preferences
ITIL v3 Foundation Certification (desired)
Preferred:
ServiceNow system administration training and experience A high level of learning agility to keep up with ever-changing business needs, architecture changes, vendor/supplier offerings and service changes
Ability to work in a dynamic, agile environment where needs and priorities can change with tight deadlines
Ability to find creative solutions when faced with limited options, strong problem solving skills
Experience translating complex, ambiguous concepts into actionable plans
Ability to accomplish results through others, particularly by establishing relationships,effective controls and monitoring processes
Strong verbal and written communication skills with the ability to articulate ideas and direction to management, architects, and the support staff
Functional knowledge of IT infrastructure
Knowledge of Service Management business environment, culture and requirements
Applied knowledge of ITIL v3
Collaborating, partnering, and influencing skills
Additional Information
Lilly is an EEO/Affirmative Action Employer, and does not discriminate on the basis of race, gender, protected veteran status, disability or any other legally protected status.
Apply online at:
https://xjobs.brassring.com/TGWebHost/jobdetails.aspx?partnerid=25428&siteid=5645&Areq=10723BREstimated Salary: $20 to $28 per hour based on qualifications.
Eli Lilly
Company Description:
Lilly is the 10th largest pharmaceutical company in the world, and has been creating medicines that help improve peoples' quality of life for more than 135 years. Across the globe, we are a leader in investing in research and development and we also invest in our employees in competitive salaries, training and development, and health.
The pharmaceutical industry is a complex, rapidly changing environment and we are looking for highly capable leaders to help us continue bringing innovation to patients.
If you are interested in being considered for employment at Lilly, we encourage you to review the following opportunity.
Responsibilities
The role of the Service Management System Admin will act as a System Administrator and Developer for the ServiceNow solution and integrations. This role will be responsible for operations of ServiceNow as well new development in ServiceNow. This role will help interface with IT users, create solutions, and provide direction to the outsourced support staff.
Key Objectives/Deliverables:
Support and development of the ServiceNow tool, including catalog items, workflows, and integrations
Rapid uptake of Lilly ServiceNow knowledge
Interface with IT customers to provide assistance when needed
Work with SI Architects to plan the development of new solutions in ServiceNow
Attend architecture and technical review meetings to understand the requirements of a change and provide information on the capacity of the support team and impact on the support team
Help to coordinate testing and development for releases
Develop service and process improvement plans overtime
Provide service status updates to the System Custodian
Monitor SLA performance of the support supplier as well as service metrics.
Report results to management, drive the team to meet targets, and escalate issues.
Provide oversight of system related risk mitigation, privacy controls, and quality requirements
Point of contact of escalation for customer issues
Understand deliverables in scope of the vendor contracts to provide oversight of the outsourced support staff
Work incident and change tickets as needed and provide oversight of all team ticket work to drive completion and the quality of delivery
Basic Qualifications
Bachelors Degree
2 plus years of experience with requirements gathering and working with internal IT customers
At least 2 plus years of experience with ITIL and experience working in IT Service Management
Experience with Web (HTML/Java Script) Development
Two plus years of development and support experience
Functional knowledge of IT infrastructure
Knowledge of Service Management business environment, culture and requirements
Knowledge of ITIL v3
Qualified candidates must be legally authorized to be employed in the United States. Eli Lilly and Company does not anticipate providing sponsorship for employment visa status (e.g.H-1B or TN status) for this employment position
Additional Skills/Preferences
ITIL v3 Foundation Certification (desired)
Preferred:
ServiceNow system administration training and experience A high level of learning agility to keep up with ever-changing business needs, architecture changes, vendor/supplier offerings and service changes
Ability to work in a dynamic, agile environment where needs and priorities can change with tight deadlines
Ability to find creative solutions when faced with limited options, strong problem solving skills
Experience translating complex, ambiguous concepts into actionable plans
Ability to accomplish results through others, particularly by establishing relationships,effective controls and monitoring processes
Strong verbal and written communication skills with the ability to articulate ideas and direction to management, architects, and the support staff
Functional knowledge of IT infrastructure
Knowledge of Service Management business environment, culture and requirements
Applied knowledge of ITIL v3
Collaborating, partnering, and influencing skills
Additional Information
Lilly is an EEO/Affirmative Action Employer, and does not discriminate on the basis of race, gender, protected veteran status, disability or any other legally protected status.
Apply online at:
https://xjobs.brassring.com/TGWebHost/jobdetails.aspx?partnerid=25428&siteid=5645&Areq=10723BREstimated Salary: $20 to $28 per hour based on qualifications.
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