Servicenow Sr. Technical Analyst, Employee Experience
vor 11 Stunden
ServiceNow Sr. Technical Analyst, Employee ExperiencePosition Title: ServiceNow Sr. Technical Lead Analyst, Employee Experience Location: VIC - SBK HWT Tower 40 City Road Southbank (Melbourne) Hybrid Role - 3 days in office Job Summary: The Sr. Technical Lead Analyst for Employee Experience will be responsible for enhancing the overall employee experience with technology.
This position requires close collaboration with the ServiceNow platform/service management teams to analyse and improve search analytics, virtual agent analytics, and content management for the Carousel.
Additionally, the role will involve performing technical business analysis for ServiceNow Catalog work intake and overseeing the execution of the service request catalogue process and procedures.
The ideal candidate will possess technical expertise, strong communication skills, and effective interpersonal abilities.
They will work alongside a team of experienced developers and business analysts, collaborating with internal teams to deliver customer-facing business solutions, primarily utilising Customer Workflow, Service Desk/Field Services, and Customer App Engine features of ServiceNow.
Key Responsibilities: Utilise ServiceNow platform to analyse search analytics and optimise search results for employeesAnalyse virtual agent analytics to identify opportunities for improving employee experienceManage and update content for the Carousel to ensure it is relevant and up-to-dateTranslate business requirements into technical specifications for ServiceNow Catalogue work intakeDevelop, test, and implement ServiceNow Catalogue enhancements and integrationsCollaborate with stakeholders to identify and prioritise enhancements to the ServiceNow platformCreate and maintain documentation related to ServiceNow configuration and enhancementsParticipate in the full software development lifecycle, including requirements gathering, design, development, testing, and maintenanceConduct feasibility analysis, develop action plans to mitigate risks identifiedPerform impact analysis, create high/low level design specifications, enhance ServiceNow modules, customise functionalities according to customer specific requirementsPerform validation activities based on identification, debugging, validation, and defect diagnosisAnalyse incoming issues, close defects per the agreed Service Level Agreement timelinesProvide support and troubleshooting for ServiceNow applications, workflows, and reportsMeasures: ServiceNow platform adoption rateSearch analytics improvement rateContinuous Service Improvement (CSAT) and content management satisfaction rateServiceNow Catalogue work intake processing timeQualifications: Bachelor's degree in Computer Science or related fieldServiceNow Certified System Administrator is a plus2+ years of experience in ServiceNow platform administration and configurationExperience in search analytics, virtual agent analytics, and content managementStrong analytical and problem-solving skillsExcellent communication and collaboration skillsExperience with Agile methodology and working in a cross-functional team environmentIf you are passionate about improving the employee experience and enjoy working with technology, we encourage you to apply for this exciting opportunity to join our team.
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