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Xerox Field Service Management Analyst - - 22892 in CARY, North Carolina

Field Service Management Analyst at created 10-Sep-2020"/>

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Field Service Management Analyst

General information

Department: IM Business Analysis

Date: Thursday, September 10, 2020

Working time: Full-time

Ref#: 20009629

Job Level: Individual Contributor

Job Type: Experienced

Job Field: IM Business Analysis

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. at https://www.xerox.com/en-us/jobs/diversity

Purpose:

Responsible for the administration and evolution of a ServiceNow Field Service Management platform, providing expertise to fully leverage the platform to accelerate the achievement of business objectives. The ideal candidate has strong communications skills, relevant certifications and experience in the Field Service industry.

Primary Responsibilities:

  • Provides consultative leadership to the ServiceNow platform support team. Assures platform alignment to business strategy and governance decisions.

  • Responsible for the architecture, design and implementation of the ServiceNow tool and process application development.

  • Uses Agile to deliver iterative improvements on a pre-determined sprint cycle.

  • Investigates operational requirements and problems, seeking effective business solutions through improvements in automated and non-automated components of new or changed business processes.

  • Assists in the analysis of the underlying issues arising from investigations into requirements and problems and identifies available options for consideration.

  • Works with clients/users in defining acceptance tests. Specifies and develops test scenarios to test that new/redesigned processes deliver improved ways of working for the end user at the same time as delivering efficiencies and planned business benefits.

  • Records and reports test results. Uses test plans and outcomes to specify user instructions.

  • Integrates ServiceNow with third party applications.

  • Works with Product Support Engineers, the training organization and the reporting community to maintain key ServiceNow tables critical to effective operations.

  • Monitors the overall health of the system through standard reporting.

  • Identifies and works with business to correct data gaps, and data feed issues between upstream and downstram systems.

  • Arranges, prepares and takes part in users meetings and presents issues and solutions both orally and in writing.

  • Assists users in defining acceptance tests for automated systems, in a thorough and reliable manner.

  • Working with users, reviews proposed benefits and risks in the new/redesigned processes, confirms the acceptance criteria for these processes, and ensures that they are properly documented in the business justification.

  • Specifies and develops test scenarios to test that new/redesigned processes deliver improved ways of working for the end user at the same time as delivering efficiencies and planned business benefits.

  • Records and reports test results. Uses test plans and outcomes to specify user instructions.

Key Competencies:

  • Proficient in technical documentation and process mapping.

  • Experience in designing and implementing middleware and the design and maintenance of integrations.

  • Understanding of ITSM, Process Management and Application Development.

  • Experience implementing ServiceNow Core functionality and customization.

  • Familiar with LDAP, Web Service Bi-Directional & Uni-Directional integration with both REST and SOAP API's.

Education/Experience Required:

  • Bachelor of Science in Engineering, IT or related field.

  • Minimum 2 years experience in ServiceNow Field Service Management.

Certifications:

  • Required: ServiceNow Certified System Administrator (CSA)

  • Preferred: ServiceNow Certified Specialist

  • Preferred: Service Now Field Service Management

  • Preferred: ServiceNow Scripting

  • Preferred: ServiceNow Integrations

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com at https://www.xerox.com/ and explore our commitment to diversity and inclusion! at https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.

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