IT ServiceNow Business Analyst (Hybrid)
Holland & Knight LLP
Cyber SecurityITSMServiceNow
Technical Program Manager, IT
Ford Motor Company
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cyber SecurityITSMServiceNowSplunk
About the role
- Provide essential support to project management efforts and maintain IT Service Management processes (Incident, Change, Problem Management) within Ford Credit Command Center.
- Collect, consolidate, and analyze data related to project performance; identify trends and areas for improvement.
- Maintain project documentation such as project plans, schedules, risk/issue logs, and status reports; track progress against milestones and timelines.
- Participate in critical situation bridges; assist with tracking timelines and creating incident summaries.
- Support preparation of project status updates and presentations; coordinate communication among team members and stakeholders.
- Lead team prioritization of features based on business needs.
- Assist with transformation projects to improve Command Center services and research/apply industry/Ford standards to improve processes.
- Uncover, anticipate, raise, and remove obstacles preventing delivery of expected program outcomes.
Requirements
- Aptitude to recognize roadblocks and escalate issues and seek help when needed.
- Skilled in communicating clearly and effectively, both verbally and in writing across different audiences and stakeholders.
- Self-driven and capable of managing tasks independently with minimal oversight
- Proven ability to perform effectively and meet deadlines consistently, even in high-pressure situations.
- Skilled at fostering strong collaborative relationships within a team and across departments
- Experience working with the ServiceNow platform
- Possesses the ability to effectively motivate and guide team members or peers.
- Applies strong analytical and logical reasoning skills to identify and solve problems effectively
- Excellent verbal and written communication abilities.
- Proven organizational skills with the ability to juggle multiple initiatives and remain flexible and responsive to changing needs.
- Highly motivated to take initiative, continuously improve skills, and quickly grasp new concepts related to the team's operations.
- Comfortable and effective working in a rapidly evolving environment.
- Proficient in Microsoft Office Suite (e.g., Word, Excel, PowerPoint, Outlook).
- Experience using specific project management tools (e.g., JIRA, Microsoft Project)
- Experience using an ITSM platform (e.g., ServiceNow)
- Knowledge of SRE – Site Reliability Engineering principles
- Familiarity with ITIL principles or certification
- Experience documenting processes or creating user guides
- Understanding of IT concepts
- Previous Incident and Problem Management Experience
- Experience working on a global team with geographically distributed team members
- Knowledge of Ford Credit business operation (Business Centers or Central Office)
- General knowledge of the Change Enablement (Change Request) process
- Knowledge of various operating systems, databases, network protocols and programming experience an asset
- Understanding of monitoring tools and processes, ideally Dynatrace and Splunk a plus
- Familiarity with cybersecurity tools, processes, and controls
- Visa sponsorship is not available for this position.
- Candidates must be legally authorized to work in the United States; verification of employment eligibility will be required at hire.
