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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Build Analyst - **Company:** Systems, Inc - **Location:** Rochester, NY, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Configuration Management, Cyber Security, Data Integrity, Information Technology Operations, Knowledge Management, Microsoft Office, Microsoft PowerPoint, Release Management, Reliability of Systems, Information Technology, Servicenow - **Published:** August 6, 2026 - **Apply:** https://www.dice.com/job-detail/72f5f945-b0cb-411d-a4de-a37dab05bd01 ## About the Role * Experience working within IT Service Management (ITSM) environments governed by ITIL best practices, supporting operational excellence, service quality, compliance, and continual service improvement initiatives. * Knowledge of ITSM process development, implementation, and governance, including Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, and Service Level Management within ServiceNow and related enterprise platforms. * Proficiency with ServiceNow and Microsoft Office applications, including Word, Excel, and PowerPoint, for reporting, KPI analysis, dashboard creation, documentation, and operational metrics tracking. * Excellent verbal and written communication skills with demonstrated ability to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadership. * Strong organizational, leadership, and team-building skills with the ability to coordinate multiple operational priorities, facilitate process adoption, and drive continuous improvement initiatives. * Demonstrated ability to analyze complex operational issues, identify root causes, and make data-driven decisions to improve service delivery, system reliability, and customer satisfaction. * Ability to work independently and as part of cross-functional teams while managing service operations, meeting SLA commitments, and ensuring alignment with organizational objectives. * Experience supporting compliance, audit readiness, process documentation, governance activities, and operational controls in enterprise IT environments. * Proven ability to monitor service performance, evaluate operational trends, and recommend process enhancements that improve efficiency, reduce incidents, and strengthen overall service quality. * Skilled in prioritizing workload, managing competing demands, and maintaining a customer-focused approach in fast-paced IT operations environments. ## Description * Manage daily ServiceNow platform operations to ensure system stability, availability, and optimal performance. * Monitor and manage Incident, Problem, Change, Request, and Knowledge Management processes in accordance with ITIL best practices. * Ensure compliance with Service Level Agreements (SLAs) by tracking, prioritizing, escalating, and resolving service tickets. * Analyze service trends, operational metrics, and performance data to identify opportunities for process improvement. * Communications and restoration of critical business services. * Facilitate Change Advisory Board (CAB) meetings and support change management governance processes. * Perform root cause analysis for recurring incidents and collaborate with technical teams on permanent corrective actions. * Develop, maintain, and optimize ServiceNow workflows, forms, dashboards, reports, and performance analytics. * Partner with IT infrastructure, cybersecurity, application support, and business teams to improve service delivery and operational efficiency. * Monitor platform health, integrations, and automated workflows to ensure reliable service operations. * Support ServiceNow upgrades, enhancements, testing, and release management activities. * Maintain accurate process documentation, knowledge articles, operational procedures, and governance records. * Track and report on key performance indicators (KPIs), SLA attainment, incident volumes, problem trends, and service performance metrics. * Drive Continual Service Improvement (CSI) initiatives by identifying gaps and recommending operational enhancements. * Support audit, compliance, and risk management activities related to IT service management processes. * Train and mentor service desk personnel and process owners on ServiceNow functionality and ITIL practices. * Manage escalations and serve as a point of contact for high-priority operational issues. * Collaborate with business stakeholders to gather requirements and improve IT service delivery capabilities. * Ensure data integrity, configuration management accuracy, and adherence to established operational standards. * Evaluate new ServiceNow features and modules to support business objectives and increase operational effectiveness. ## Related Videos - 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