Release Analyst

Skills

Release management, Microsoft office, Project coordination, Ticketing system, Service Now Admin, Mentoring, Service Now, Service desk, Help desk support, Support, Troubleshooting

Top Skills Details

Release management,Microsoft office,Project coordination,Ticketing system,Service Now Admin,Mentoring,Service Now

Description

Job Summary

Requires a resource with ServiceNow experience to provide Pre- and post Go-Live support, including assistance with UAT testing, validating the ServiceNow system is working as designed, identifying and reporting system issues, managing and change tickets, and executing our Release Management process.

The vendor is expected to provide support, analysis and tool guidance to two Release Professional resources that are responsible for approving and processing and change tickets, and tool guidance to help desk personal.

Role Title:

Release Professional

Work Requirements

Objectives & Scope:

• Orchestrate and monitor ServiceNow UAT testing and report defects and issues and track resolutions

• Process ServiceNow change tickets and assist change initiators

• Maintain manage the Release Management UAT Test Cases log

• Provide ServiceNow technical mentoring to teammates

• Create and maintain ServiceNow change management documentation / Quick Reference guides

• Analyze problems and identify opportunities for enhancement opportunities

Qualifications:

• Intermediate ServiceNow experience:

o Understanding of workflow / reporting / dashboards / filtering / processing tickets

• Familiar with ITSM and ITIL concepts

• Change and Release Management experience.

• Collaborate effectively with technical resources.

• Proven coordination and facilitation skills.

• Strong decision making and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to multi-task and manage complexity.

• Effective Critical Thinking and Thought Leadership.

• Ability to execute release process: gather requirements, coordinate release, build and communicate implementation plan.

• Flexible work schedule to periodically facilitate application production releases off-hours.

• Bachelor's degree in Business, IT or any relevant field and/or commensurate experience.

Core Competencies:

• Collaborates

• Communicates Effectively

• Customer Focus

• Decision Quality

• Nimble Learning

Additional Skills & Qualifications

Ability to be hybrid onsite Tuesday to Thursday weekly is preferred. Will consider less onsite if no local candidates are found and the candidate has strong skills.