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ITSM Systems Analyst
Eden Prairie, Minnesota  |  Remote, Onsite
Contract Position
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Applied on December 4, 2021
Job Id #51952 Posted November 8, 2021


  • The ITSM M&A Systems Analyst is integral to the ITSM M&A team’s success. You will focus on requirement delivery, technical coordination, technical documentation and collaborating with team to onboard M&A organizations into the ITSM.
  • This role will drive a variety of tasks and outcomes including requirements delivery, coordinating solution definition, leading testing efforts, supporting development during scrum and providing analysis and problem-solving expertise as new opportunities arise
  • This role will partner closely with the other Product Owners, Scrum Master, M&A Change Agents, Data Engineers and Engineering Leads.

Primary Responsibilities:

  • Accountable for being the technical resource that is responsible for understanding and documenting of M&A organizations current ITSM technology stack
  • Will be the technical liaison between the ServiceNow Development, Operations and Data Engineering teams
  • Assist in aligning business teams thru development of communications, education of objectives and detailed requirements guiding team members to accomplish objectives
  • Work with Scrum Masters to help direct, motivate, and guide the delivery teams
  • Ensure that Scrum Team deliverables meet agreed-upon standards for quality and non-functional requirements, and that the products meet the stated business need
  • Collaborate with a cross – functional team of designers, business analysts, developers, testers
  • Collaborates with Solution architect and Development leads to define solutions
  • Collaborate with business partners in usability testing and the development of the user design
  • Manage, prioritize, and assess the impact of defects, including providing key input on the decisions to fix or defer
  • Review output of development to ensure specified acceptance criteria has been completed
  • Defines and analyzes metrics that measure and benchmark product success
  • Other duties, as assigned

Required Qualifications:

  • Bachelor's degree or equivalent work experience
  • 2 - 3 years of experience with ServiceNow ITSM processes (Incident/Problem/Request/Change Management)
  • 1 - 3 years experience in data migration coordination
  • Experience in creating ITSM Services within ServiceNow
  • Works to understand business needs and can assist in the approach enable them in the system
  • Can identify potential system limitation and define process or solutions to mitigate
  • 2 + years of experience working with Agile development methodology
  • Advanced level of proficiency with PC based software programs required (Excel, Word, PowerPoint)

Preferred Qualifications:

  • Self-starter with the ability to appropriately assess the need for independent decision-making verses leadership escalation
  • Ability to react to product adjustments and expectations promptly and efficiently
  • Strong technical skills and ability to pick up new technologies quickly is beneficial
  • Excellent communication, interpersonal, and organizational skills
  • Energy, motivation, and commitment to drive to results in a challenging, fast – paced environment
  • Demonstrated ability to meet commitments, build consensus, negotiate resolutions and garner respect from other teams

Projects the candidate will be working on:

  • Resource will be working with our M&A organizations to move them from their existing ITSM application to our enterprise ITSM application.
  • The resource will be our technical bridge between Business and internal ITSM teams.

Ideal Background:

  • Previous Healthcare experience would be good, but not required

Team and Team size:

  • 10
  • 4 Business Analysts
  • 1 Program Manager

Top Responsibilities:

  • 2 - 3 years of experience with ServiceNow ITSM processes (Incident/Problem/Request/Change Management)
  • 1 - 3 years experience in data migration coordination
  • 2 - 3 years experience in creating ITSM Services within ServiceNow
  • 2 - 3 years experience understanding business needs and can assist in the approach enable them in the system
  • 2 - 3 years experience identifying potential system limitations and defining process or solutions to mitigate

Working Time:

  • 8:00 AM to 5:00 PM CST

Interview Process:

  • Video or in Person depending upon candidates location
  • 2 rounds of interviews
  • Interviews will not be very technical

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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