ServiceNow Support Analyst - Portuguese speaking

Company: ADM
Location: Decatur
Posted on: September 18, 2023

Job Description:

Job Description ServiceNow - Service Delivery Analyst
The ServiceNow - Service Delivery Analyst is responsible for the overall health of the platform, while ensuring solutions are reliable, follow best practices, and leverage the platform to its fullest potential.
This position requires the ability to thrive in a fast-paced environment while applying the correct level of urgency to organizational needs and requirements.
Job Responsibilities:
Provide deep ServiceNow functional & technical expertise, as well as demonstrated knowledge of key integration points across different modules and technical components.Assume full ownership of the support tickets in the respective process area, work with integration, other process teams, development teams, 3rd party support providers to resolve the tickets within Operational/Service Level Agreement limits.Understand global template and regional solutions designed/developed by Solution Delivery teams and resolve the tickets keeping the solution intact.Perform thorough testing including regression testing before releasing any solution for final user validation.Understand and follow ADM IT processes in performing all day-to-day activities.Understand ADM IT Service Management process, update incident/problem/service tickets regularly and accurately and document resolution in the service management tool.Design and configure minor enhancements following the ADM standard configuration/naming standards, document Functional design documents.Provide technical input in support of audit requests, as needed.Follow regulatory compliance and Security standards.Partner with other process and system experts to identify and implement business process continuous improvements opportunitiesDevelop, define, and clearly communicate product strategy and roadmapAlign to our strategies for technical solutions and continuous improvementsDefine version upgrade schedules and introduction of new functionalityStrong working relationship with the 1ADM program teamConnecting development to processCo-responsibility to ensure that changes being made in the platform align to our documented processesMinimum Requirements Minimum 3 years' experience with ServiceNow3 years' experience in a support analyst role in a medium/large organization.Experience with 24x7 support covering all time zones, working with multi-cultural support teams spread across different geographies.Stays current on ServiceNow platform and applicable integrated technologiesSignificant attention to detail and results orientedDemonstrate strong working knowledge of ServiceNow functionality and service offeringsFunctional knowledge of IT Service Management (ITSM) processes, ITIL framework, and Enterprise Service Management conceptsExhibits ability to work both in a team environment and independentlyStrong analytical, organization, time management, facilitation, and process management skillsDemonstrated high level of written, verbal and interpersonal skills to communicatetechnical and non-technical information, ideas, procedures and processes.Able to work in a fast-paced, changing environment, and with all levels of the organization and cope with rapidly changing informationAbility to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are needed.Ability to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilitiesInteract and deal effectively with all levels of employees while maintaining a professional manner.Maintains a positive work environment through teamwork & conflict resolutionExpected to work occasional weekends, holidays, overtime, or a variety of shifts, when needed, to meet support Operational/Service Level AgreementsAbility and willingness to travel by auto and airas needed to achieve business objectivesBachelor's degree related to Information Systems, Business or other relevant academic disciplineAdditional Information Relocation assistance is available in this position.This position offers a complete benefit package, including 401K/ESOP, pension, health, life and dental insurance.ADM requires the successful completion of an applicable pre-employment drug screen, medical questionnaire and a background check.ADM is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age disability and veteran status.

Keywords: ADM, Decatur , ServiceNow Support Analyst - Portuguese speaking, Professions , Decatur, Illinois