IT Service Management Analyst Lead
Cleveland, OH
| Employer: | Sherwin-Williams |
| Category: | Information Technology |
| Job Type: | Full Time |
Description | |
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The IT Service Management (ITSM) Analyst will provide subject matter expertise and hands-on delivery and support of core capabilities and provide ongoing support and maturity of the IT Service Management (ITSM) product and related products and tools in the ServiceNow Platform. This person will provide an understanding of the requirements and objectives of ITSM best practices and advises product stakeholders in the execution of ITSM process activities required to enable effective operations across the organization. Responsibilities - Lead and oversee the development and implementation of ServiceNow ITSM and related product solutions. - Define the product strategy and roadmap to align with business objectives. - Stay abreast of industry trends and emerging technologies related to IT Service Management. - Collaborate with cross-functional teams, including developers, analysts, and project managers, to ensure successful product delivery. - Provide guidance and mentorship to the ITSM product team, fostering a culture of innovation and continuous improvement. - Work closely with stakeholders to gather and analyze requirements, translating business needs into technical solutions. - Conduct regular assessments of user needs and expectations to refine product features. - Planning, execution, and monitoring of ServiceNow ITSM enhancements and implementations. - Solutioning and development of inbound and outbound integrations with existing systems. - Create and maintain comprehensive product documentation, including user guides and technical specifications. - Provide training sessions to end-users and support teams. - Manage relationships with ServiceNow vendors and stay informed about platform updates and new features. - Evaluate and recommend third-party integrations to enhance the functionality of the ITSM product. Qualifications FORMAL EDUCATION:
KNOWLEDGE & EXPERIENCE:
TECHNICAL/SKILL REQUIREMENTS:
This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa. This position is eligible to work in the office three days a week and has the option to work remotely two days a week About us Here, we believe there's not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there's a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We'll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show! At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute-it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/ . Click on "Candidates" to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee. Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract. As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans. | |