The Systems Analyst will be responsible for translating business requirements into technical requirements and solutions within the Enterprise Service Management scope. The System Analyst is also responsible for creating and managing applications in the service management platform including overseeing the workflow and inclusion of approved processes aligned with the ITIL framework.


  • A focus on analysis responsibilities for the Enterprise Service Management application including process design and development as well as testing and implementation of required and approved applications
  • Analyze system/application problems, design and implement workable solutions, and support such solutions to provide a reliable application with sustainable processes
  • Support the Firm in the use of the Enterprise Service Management tool through review and analysis of vendor-assisted resolutions, enhancements, and customizations, as approved by the Product Owner and Management 
  • Document and communicate key application technical and functional changes to Management
  • Drive operational excellence through the creation, adoption and maturity of processes and tools aligned with the ITIL Framework
  • Responsible for managing, monitoring and ensuring Continual Service Improvement (CSI) of Service Management processes and tools, with focus on exploring process improvement, customer service strategy and application enhancements
  • Analyze methods of approach as it relates to workflow requests from end users and ensure efficiency
  • Work directly with other support groups in the build, test and implement cycles of platform development, enhancements and upgrades
  • Participate in other duties and projects as directed by the Service Management leadership team
  • This is a global role requiring regular work outside normal business hours to communicate with people in multiple time zones

Skills and Experience:

  • Experience with the ServiceNow platform and ServiceNow development is a must
  • Experience in application design, analysis, deployment and support
  • Excellent JavaScript knowledge, inbound/outbound API integration
  • Implementation experience with the following ServiceNow applications: ITBM, ITSM, ITOM, HRSD, ITAM
  • A thorough understanding of ITIL/ITSM processes
  • Ability to work under strict deadlines, attention to detail, and the flexibility to think of alternative solutions
  • Ability to establish and maintain excellent working relationships at all levels of the organization as well as with outside customers and vendors where applicable
  • Strong analytical and reasoning abilities
  • Well-developed interpersonal skills including the ability to communicate, both written and orally, and in a clear and straightforward manner
  • Ability to act as a liaison between IT, the Business and promote sound processes and procedures

Minimum Education / Experience

  • Bachelor’s Degree in Information Technology or substantial equivalent experience with an emphasis on web/application development related field or equivalent work experience
  • ServiceNow CSA, CIS-ITSM is preferred
  • ITIL Certification (Foundation Certification) recommended
  • Experience in a legal environment is highly desirable
  • Global thinking and experience is preferred