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MathWorks ServiceNow Systems Analyst in Natick, Massachusetts

ServiceNow Systems Analyst

Job Summary

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  • Job:25237-MMCC

  • Location: US-MA-Natick

  • Department:Business Applications and Tools

We are seeking a creative, problem-solving analyst to support our implementation and ongoing management of ServiceNow. In this role, you will support a variety of business processes including Application Portfolio Management, IT Asset Management, IT Operations Management and IT Service Management, bringing customer needs to reality and driving value.


Support & deliver new features

  • Partner with stakeholders across the organization to gather, validate requirements and define acceptance criteria

  • Partner with development team to define solutions and refine stories

  • Design, document and improve process flows

  • Create mockups and designs either independently or with assistance from UX experts

  • Perform configurations to deliver new features; align with team release model as necessary

Data management & governance

  • Facilitate data governance and collaborate on data model design

  • Transform & map data for support of import and/or integration with other systems

  • Monitor and manage quality of data in federated CMDB

  • Define analytics, create centralized reports to measure adoption, impact of various features

Production Support

  • Work with end users to resolve work stoppage issues and collect feedback

  • Escalate to developers/vendor as needed to resolve customer-reported issues

  • Create and maintain production runbooks

  • Identify and advocate for operational improvements via automations or process change

Minimum Qualifications

  • A bachelor's degree and 3 years of professional work experience (or a master's degree, or equivalent experience) is required.

Additional Qualifications

  • Familiarity with ServiceNow or other ITSM tooling

  • Experience working with ITSM, ITAM, ITOM and/or APM business processes & requirements

  • Data analysis and report writing in ServiceNow/Performance Analytics, SQL, PowerBI, Business Objects or similar tools

  • UI design in Visio, Balsamiq, or similar tools

  • Agile/scrum experience

  • Experience at a global organization