Offer summary

Qualifications:

Minimum of High School Diploma, Associate Degree preferred., 1-3 years of experience in webform design or low-code application support., Moderate skill level with Microsoft Office products, especially Excel and Visio., High attention to detail and strong English language fluency..

Key responsabilities:

Monitor and process Service Requests related to Catalog Forms in ServiceNow.

Communicate with Form Owners and Stakeholders to gather functional requirements.

Develop and modify Catalog Forms using Catalog Builder based on documented requirements.

Maintain accurate status of assigned tickets and document technical designs.

Job description

Title: IT Application Analyst
Location: 100% Remote
Duration: 06+ Months
Description:
The IT Quality & Process team is seeking a dedicated IT Application Analyst to help manage and process the backlog of requests for Catalog Forms work within ServiceNow. Our team values collaboration, efficiency, and providing top-tier IT services to our end users. As an IT Application Analyst, you will play a critical role in managing and processing requests related to Catalog Forms within our ServiceNow platform. You will utilize Catalog Builder, a low-code webform design interface, to create, modify, and retire Catalog Items and Record Producers. Your work will ensure that end users have a clear, organized, and efficient interface for requesting IT services.

Key Responsibilities:

Monitor applicable Assignment Groups in ServiceNow for new tickets and act on them as appropriate, including:
Assign and process Service Requests related to Catalog Forms.
Resolve or assign Incidents for Catalog Forms within the scope of Catalog Builder or Flow Designer permissions.
Create and assign Incident Tasks for out-of-scope Incidents and collaborate with Platform Admins for resolution.
Communicate with Form Owners, Requesters, and Callers as necessary.
Reassign out-of-scope tickets to the correct Assignment Group.
Maintain accurate status and up-to-date information of assigned tickets in ServiceNow and other tracking systems (SharePoint List, PowerApps Kanban, Agile Place Board, Visual Task Board, etc.).
Schedule meetings or communicate with Stakeholders to gather functional requirements for Catalog Form creation/modification.
Document functional requirements for Catalog Forms using provided Microsoft Excel templates.
Develop or modify Catalog Forms based on documented functional requirements using Catalog Builder in a non-production instance of ServiceNow.
Iterate on Catalog Form design based on feedback from Form Owners and Stakeholders.
Document technical design of Catalog Forms using provided Microsoft Excel templates.
Perform functional or regression testing in the ALM Quality Center on Catalog Forms developed or modified by other Catalog Editors.
Solicit and document necessary approvals from Form Owners and Stakeholders at appropriate points in the lifecycle.
Deploy new or modified Catalog Forms in Production ServiceNow following defined procedures.
Maintain team information and knowledge repository within Microsoft OneNote.
Create additional artifacts or reference material for Catalog Forms as necessary using Microsoft Office products such as Visio.

Required Skills/Experience:

Minimum of High School Diploma, Associate Degree preferred.
Entry-level acceptable, 1-3 years prior experience in webform design, low-code application support/development, or related field.
General understanding of, or ability to learn, basic User Design principles such as cognitive loads and paths of least resistance.
Experience with low-code formula languages (e.g., Excel, Power BI, Power Apps) or experience with formulating and executing database queries.
Moderate skill level with Microsoft Office products, specifically Excel, OneNote, and Visio.
High attention to detail, as the role is extremely detail-oriented.
Very high level of English language fluency, both written and spoken.

Preferred Qualifications:

Experience in IT Service Management or a related field.
Familiarity with ServiceNow, particularly with Catalog Builder and Flow Designer.
Experience with advanced reporting within ServiceNow is a plus.
Strong problem-solving skills and ability to work independently.