Solutions Analyst (ServiceNow)

The ServiceNow Solutions Analyst is an expert on the capabilities of ServiceNow, industry best practices around IT Service Management (ITSM) and how ServiceNow can be used to implement those best practices. The Architect will design robust solutions in ServiceNow to meet the needs of ITSM across Clarivate. 

About you Experience & Qualification

• 5+ years of experience with ITSM module of ServiceNow. 
• A Bachelor’s degree in Computer Science, Information Technology, or a related field from an accredited institution, or 10+ year of work experience in a related role. 
• One or more ServiceNow certifications. 
• Demonstrated ability to model data and communicate design concepts through pseudocode and process diagrams. 
• Excellent written and verbal communication skills. 
• Demonstrated ability to organize competing priorities and meet parallel deadlines. 
• Exceptionally strong organizational and collaboration skills. 

What will you be doing in this role.

• Maintain deep knowledge of industry best practices in ITSM and usage of ServiceNow. 
• Work with ServiceNow to align Clarivate’s configuration with industry best practices. 
• Collaborate with Enterprise Architecture team to create the overall approach that Clarivate takes toward ITSM. 
• Become familiar with the key services supported by ServiceNow in order to understand the user experience for these services. 
• Work with stakeholders to understand their requirements. 
• Design robust, enterprise-level, solutions in ServiceNow to meet ITSM needs of Clarivate. 
• Work with Developers to produce timeline and effort estimates for delivery. 
• Work with Testing team to ensure applications are testable in a repeatable and highly automated manner. 
• Produce and maintain design and process documentation. 
• Formulate and execute remediation plans where existing functionality falls short of industry and company standards. 
• Support Application Administrators in fulfilling complex application and content management requests. 
• Support the reporting team in fulfilling complex reporting requests. 
• Provide third-level support for help tickets. 
• Provide second-level incident investigation. 

At Clarivate, we are committed to providing equal employment opportunities for all  qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

Experience Level

Entry Level