The Service Delivery Technical Analyst (“Technical Analyst”) is a technical and innovative leader that identifies ServiceNow solution alternatives and effectively delivers the best solution for usual and complex issues. The Technical Analyst leverages ITIL best practice knowledge to configure, customize, upgrade, and support the ServiceNow system and its workflows, UI policies, action scripts, pages, business rules, forms, and integrations. The Technical Analyst will also act as a Subject Matter Expert for ServiceNow system functionality, solutions, training, and documentation. The Technical Analyst participates in group sprints on the ServiceNow work backlog assigned to the Service Delivery group. The Technical Analyst picks up assigned work, interacts with the requestor, creates a solution and stewards the change into production within ServiceNow.
JOB DUTIES AND RESPONSIBILITIES:
•Be a selfless team member and participate in the Service Delivery team sprints to manage the ServiceNow system work backlog queue. Take assigned work items and effectively work them to completion.
•Be the service delivery champion that promotes ITIL processes to improve and standardize service delivery for common incidents, change, and request related issues.
•Be focused on improving the usability, system stability, performance, and ongoing maintainability of the ServiceNow system.
•Define potential improvements changes to resolve errors, prevent the recurrence of problems or improve ServiceNow system maintainability and stability.
•Configure and customize the ServiceNow system including workflows, UI policies, action scripts, pages, business rules, forms, and integrations.
•Mentor less senior service delivery team members, being proactive in developing the team’s overall skill in ITIL, ServiceNow and service delivery in general.
•Communicates deliverables and status updates meeting deadlines and priorities.
•QA work of team members and external consultants to ensure work is performed according to departmental standards.
•Effectively prioritizes own work based on priority, impact, and value.
•Timely communicate deliverables and status updates meeting deadlines and priorities.
•Investigate and diagnose service requests or incidents according to their priority/rank, and identify the resolution and/or issue.
•Work directly with customers to identify and resolve issues adversely impacting service delivery.
•Develops customer relationships by making efforts to listen to and understand the customer; anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
•Other duties as assigned.
MINIMUM ESSENTIAL QUALIFICATIONS:
•Bachelor’s degree in computer science, MIS, and/or equivalent work experience in related fields.
•5 - 7 years of job experience supporting, administering, configuring, and coding ServiceNow including ITSM service catalog and service portal.
•Performed multiple ServiceNow upgrades.
•ServiceNow certifications (Administrator, IT Service Management, etc...).
•Strong workflow, scripting, and application development/coding within ServiceNow.
•ITIL v4 Foundations highly encouraged.
•Agile methodology experience.
•Common database platform experience (Oracle, MySQL, SQL, PL/SQL).
•Strong written and verbal communication skills with an aptitude for problem solving.
•Must be able to independently resolve issues and efficiently self-direct work activities based on the ability to capture, organize, and analyze information.
•Experience delivering solutions that align with business strategies.
•Experience troubleshooting complicated issues across multiple systems and driving to solutions.
•Experience in providing technical solutions to non-technical individuals.
•Demonstrated team building skills.
•Willingness to travel to company locations (up to 5%).
•Regular and reliable attendance.
PREFERRED QUALIFICATIONS:
•ITIL v4 Foundations certified.
•ServiceNow certifications.
•Working knowledge and experience in Microsoft Technologies (Microsoft Certifications).
EQUAL EMPLOYMENT OPPORTUNITY:
Targa Resources provides equal employment opportunities based on merit, experience, and other work-related criteria and without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees’ beliefs and practices that do not conflict with Targa’s policies and applicable law. We value the unique contributions that every employee brings to their role with Targa.
Houston, TX
Full-time
