ServiceNow Operational Business Analyst

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality.  Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity  — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

We are seeking a dynamic and insightful Business Analyst to join our team, specializing in ServiceNow Incident and Request Management. This role is crucial for ensuring the smooth and efficient operation of our ServiceNow Platform, enabling our business to run seamlessly. The Incident Management role on the ServiceNow platform is pivotal in ensuring the smooth operation of IT services by managing and resolving technical issues efficiently. This position involves coordinating with cross-functional teams, communicating effectively with stakeholders, and implementing processes to prevent future incidents.

Key Responsibilities:

• Incident Lifecycle Management: Manage the entire lifecycle of incidents from detection to resolution, ensuring minimal disruption to business operations.
• Operational Troubleshooting: Quickly identify and resolve IT operational issues that pertain to the ServiceNow Platform to minimize downtime and maintain business continuity.
• Communication and Escalation: Facilitate timely communication with stakeholders, including customers and executives, and escalate issues when necessary
• Data Analysis: Utilize data analysis tools to gather insights and recommend improvements to existing processes.
• Stakeholder Communication: Maintain clear and effective communication with IT teams and business stakeholders to ensure alignment and understanding.
• Documentation: Create and maintain comprehensive documentation of system configurations, troubleshooting procedures, and process improvements.

Qualifications:

• 3-5 years of experience as a Business Analyst
• Proven experience in business analysis, with a focus on Incident Management, Request Management and IT operational troubleshooting.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both verbal and written.
• ServiceNow Platform Experience.
• Ability to work collaboratively in a team environment.

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer.  All qualified applicants will receive consideration for employment.  Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact [email protected]. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.