Baker McKenzie
From Baker McKenzie's careers page
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The System Analyst is responsible for translating business requirements into technical requirements and solution within the Enterprise Service Management scope. The System Analyst is also responsible for creating and managing applications in the service management platform including overseeing the workflow and inclusion of approved processes aligned with the ITIL framework.
Focus on analysis responsibilities for the Enterprise Service Management application. Responsibilities include, process design and development as well as testing and implementation of required and approved applications
Analyse system/application problems, design and implement workable solutions, and support such solutions to provide a reliable application with sustainable processes
Support the Firm in the use of the Enterprise Service Management tool through review and analysis of vendor assisted resolutions, enhancements, and customizations, as approved by the Product Owner and Management
Documents and communicates key application technical and functional changes to Management
Drives operational excellence through the creation, adoption and maturity of processes and tools aligned with the ITIL Framework
Responsible for managing, monitoring and ensuring Continual Service Improvement (CSI) of Service Management processes and tools, with focus on exploring process improvement, customer service strategy and application enhancements
Analyse methods of approach as it relates to workflow requests from end users and ensure efficiency
Work directly with other support groups in the build, test and implement cycles of platform development, enhancements and upgrades
Participate in other duties and projects as directed by the Service Management leadership team
This is a global role requiring regular work outside normal business hours to communicate with people in multiple time zones.
At least five years' experience with the ServiceNow platform and ServiceNow development is a must
Experience in application design, analysis, deployment and support
Excellent JavaScript knowledge, inbound/outbound API integration
Implementation experience with the following ServiceNow applications: ITBM, ITSM, ITOM, SECOPS, HRSD, ITAM.
Thorough understanding of ITIL/ITSM processes
Ability to work under strict deadlines, attention to detail and the flexibility to think of alternative solutions.
Ability to establish and maintain excellent working relationships at all levels of the organization as well as with outside customers and vendors where applicable.
Strong analytical and reasoning abilities.
Well-developed interpersonal skills including ability to communicate, both written and orally, and in a clear and straightforward manner
Ability to act as liaison between IT, the Business and promoting sound processes and procedures
Bachelor’s Degree in Information Technology or substantial equivalent experience with an emphasis on web/application development related field or equivalent work experience
ServiceNow CSA, (any) CIS is preferred
ITIL Certification (Foundation Certification) recommended
Experience in a legal environment is highly desirable
Global thinking and experience is preferred
Baker McKenzie empowers clients to compete in the global economy. We provide comprehensive and practical legal advice that cuts through complexity with clear, actionable guidance. Our people represent diverse cultures and jurisdictions, combining local know-how with international expertise to ensure your business thrives across borders.
Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us. We are committed to ensuring an inclusive and accessible experience for all candidates.
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