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Business Analyst/Developer
Non Work-study

Hiring Information
Hiring Unit: ITS-Client Services & Security
Pay Rate: 12.00
Final Filing Date: 7/16/19 or
Until Filled
Employment Date: ASAP TO 9-10-2020
Hours: 5-15
Schedule: Flexible
Job Description
Skills Required: Must be able to read and understand technical manuals, use on-line technical resources, confer with internal staff, and conduct business process discussions with staff inside and outside of ITS. Ability to configure forms and workflows within ServiceNow platform (some training provided), apply judgement to requests, and help find solutions to technical and business process problems.
* Excellent communications skills, both oral and written.
* Ability to manage small projects from proposal to deployment.
* Ability to focus and pay close attention to details while keeping a view to the larger issue.
* Able to work in a professional manner with access to confidential and other data types
* Aptitude to take initiative and work independently and as a team member.
* Must be punctual and show up for assigned shifts and meetings.
* Must be able to work in a professional manner.
* Ability to learn, absorb and dispense new information, both technical and procedural.
* Valid Drivers License required. Meetings both on and off campus are necessary.
Skills Preferred: Basic programming and development skills helpful. Knowledge of ITSM/ITIL processes. Ability to help develop business process flows and document them in Microsoft Visio or other flow charting software. Word processing and spreadsheet manipulation for both documentation and analysis. Ability to communicate in front of small groups and help lead them through development processes (business process, metrics, service level agreements, training material). ServiceNow System Administration certification a plus!
Percentage of Time Duty
65% Working with IT Staff and others to develop service request forms and workflows within IT Request ( Help to identify process efficiencies and clear instructions.
20% Development/revisions of testing scripts and scenario testing of the Automated Testing Framework application.
10% Development of training materials (written/video) with the occasional need to lead and conduct training classes
5% Other various duties that may include:
* ServiceNow Administrator Tasks
* Developing IT Request reports to assist key partners on campus support their departments.
* Supporting Knowledge Base life-cycle management, including assigning authors, incorporating feedback, addressing redundancy.
* Developing/delivering customer surveys.
* Writing service-specific SLAs.
* Documenting a service 5 Questions.
Courses Required:
Computer Keyboarding Filing Alpha
Macintosh Numerical
Windows Color
Unix Driving Car
Word Processing Truck
Spreadsheet Other Lifting
Databases Fingerprinting Required
Other Hazardous Substances
Flowcharts, ServiceNow
Special Comments: This position is in the ITS Client Services and Support department. The focus is on enhancement of the IT Request system on the ServicNow platform which supports IT Service Management processes (Incident, Change, Request, Project Mgmt, Configuration, etc.).
Payroll Information
Service Team: SHR Operations
Hiring Supervisior: Dowd, Jessica
Supervisor Phone: 831-502-7365
Supervisor Email:
Account Numbers: 7-723031-2811-66043-ITSVMG-2
Home Department: 000230
Classification: Assistant IV
Title Code: 4919
Date Approved: 4-9-2019


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