IT Analyst Service Now

Summary Of Day To Day Responsibilities:

• We are looking for an Operation Analyst/Business Analyst.
• You will be responsible for providing data entry and business analytics in Service Now Hardware Asset Management Module in support of activities such enterprise hardware refresh, hardware orders, governance of hardware assets, track and manage lifecycle of both physical and consumable assets.
• Provides technology-based customer service support and conducts first level analysis to resolve end user incidents / issues working with technology groups, to resolve within established timeframes.
• Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
• Ensure change activities are performed on time, minimizing risk to the service/business environment
• Identify, resolve, or escalate service delivery issues and/or complaints
• Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
• Maintain proficient knowledge of technology components, applications, clients/customers and business services
• Prioritize activities to ensure time invested is appropriate to the availability impact
• Provide seamless integration of activities and processes, recognizing system interdependencies
• Act as an information source to colleagues, business partners and clients/customers
• Ensure prompt and timely updates to service issues, and follow through on outstanding problems
• Working knowledge in IT Asset Management (ITAM)
• Support planning and delivery aspects of hardware asset refresh within Service Now
• Receiving and documenting inventory received, delivered or return
• Keeping an inventory of all merchandise entering or exiting the warehouse
• Conduct paperwork to ensures tasks are completed on time
• Make decisions regarding the transfer of incoming and outgoing inventory.
• Processing inquiries and request for any missing, lost or damaged inventory items
• Proficient with Excel VLOOKUP, XLOOKUP, IF, ISERROR formula
• Create, Update asset records in Service Now
• Working knowledge of creating and understanding KPI’s, performance metrics
• Management of Outlook Mailbox to respond, triage end user inquiries
• Management of hardware purchase orders through their lifecycle

Must Have:

• Experience with Service Now for Ticket Management and Hardware Asset Management- 2 to 3 years experience. Experience needs to be development and supporting a service now environment.
• Working on a support team that uses Service Now
• Knowledge of ITIL fundamentals
• Working knowledge with Excel basic formula
• MS Office/ Tech savvy
• Team Player – opportunity to work alongside other teams

Nice To Have

• ITAD
• ServiceNow HAM
• Service now or ITIL Certs

Job Details

12068

Contract

2 years

Toronto