1+ months

Application Analyst

Holbrook, AZ 86025
Job Description: At Perkins Coie, we look for individuals that are self-motivated, dedicated to providing value and superior services and, above all, people who have a high degree of integrity and enthusiasm for their work. Weve created a company culture that is based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work for one of the 100 Best Workplaces in America, get great health insurance, tuition reimbursement, your birthday off, and paid sabbaticals. GENERAL PURPOSE This position is responsible for maintaining the stability and usability of Perkins Coies ServiceNow environment across production and non-production instances. The ServiceNow administrator is a member of the ServiceNow team responsible for incident management, request review, performance monitoring, error identification and remediation regarding, Email processing, Orphaned Tickets, Mid Servers, Imports, and initial review of reported issues. The ServiceNow administrator must acquire the subject matter expertise understanding of how all users of ServiceNow utilize the platform. This position is Remote. ESSENTIAL FUNCTIONS These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. Administration: Performs initial review of all Interactions, Incidents, Requests assigned to the ServiceNow team. Ensures these tickets are valid, complete and are assigned to the correct resource. Works with cross-functional technology SMEs on issue resolution and process compliance. Tracks and resolves incidents and requests against ServiceNow applications. Performs routine maintenance including performance monitoring and error identification. Adheres to all team standards and best practices. Performs data analysis of data imports, ensuring that any issues or failures are reviewed by the team for resolution. Performing an annual ServiceNow user certification process to verify users have the correct roles. Creating and publishing reports for consumption across the enterprise. Intermediate to advanced development tasks, progressing over time. Maintenance: Act as third tier engineer to monitor, upgrade, and maintain the service management toolset to assure latest functionality and maintain stability in the environment. Actively own, and troubleshoot issues related to functionality of the service management toolset. Verify that appropriate, documented backup and disaster recovery procedures are followed. Test & Deployment: Follow and perform tests to ensure appropriate implementation of new changes and upgrades. Researching and testing additional ServiceNow applications and modules to ensure platform integrity. End User Support: Provide cross training for other analysts, business owners, and those that need to utilize the service management toolset. Provide general support to the users of the system, while managing and escalating issues to the service management vendor where appropriate. Creating and monitoring ServiceNow HI Tickets for support and following up with ServiceNow personnel on these tickets. Providing training and support (including ad-hoc Q&A) for program staff related to ServiceNow processes, policies, and procedures. Documentation: Create and update the appropriate written materials to document design, configuration, maintenance, and troubleshooting procedures. Proactively maintain operational documentation and SOPs to reduce support risk & inefficiency. SPECIFIC SKILLS REQUIRED General understanding of applications and business workflow of law firms. Working knowledge of the ServiceNow ITSM and CSM platforms. Working knowledge of networking in a Microsoft Windows environment including client/server and web technologies. Ability to read, understand, and apply technical documentation. Ability to provide input to Tier 3 and produce a summary of the appropriate factors that need to be considered when assessing the viability of new applications or a change to an existing application within the Perkins Coie environment. Ability to build and maintain effective working relationships with users and peers and work effectively in a team environment. Strong oral and written communication skills. Excellent customer service and negotiation skills. Ability to exercise good judgment in prioritizing multiple tasks and addressing problems under time and resource constraints. Self-starter, strong time management skills, attention to detail, and a commitment to quality. Experience with ITSM dashboard design. SPECIFIC SKILLS PREFERRED Strong understanding of the ServiceNow Application Suite covering ITSM, ITOM and ITBM areas. Experience in administering an ITSM tool. Experience with data analysis and reporting. ITIL Framework Experience. Certified ServiceNow System Administrator. Working knowledge of Web Technologies (XML, HTML, JavaScript, Web Services, etc) and of working in a SaaS environment. Experience with Customer Service Management, Integration Hub, and scoped applications a plus. Experience writing scripts using any of the following scripting languages such as JavaScript, Perl, or PHP. Familiarity with ServiceNow Common Service Data Model. EDUCATION AND EXPERIENCE 2-3 years of related Applications Support / Administration or Analysis experience. 1+ years experience (or similar) in ITSM/ITIL process analysis and improvement. 2+ years of direct experience with the ServiceNow platform as an administrator, developer and/or comparable role. Bachelor's Degree in engineering or computer science is beneficial. Colorado compensation range: $72,940 to $113,610 annually New York compensation range: $84,630 to $131,820 annually These ranges are specific to Colorado and New York, depending on qualification and experience. These ranges may not be applicable to other locations. Perkins Coie may provide a discretionary bonus annually and information regarding benefits can be found here. #TechDept
Posted: 2022-03-23 Expires: 2022-06-09

Perkins Coie understands your career is about choices, not trade-offs. Named one of the country's "100 Best Places to Work For" by FORTUNE magazine for 13 consecutive years, we provide an exceptional foundation on which to continue or expand your practice. During the past three years, we have hired more than 200 lateral attorneys firmwide at all experience levels. Our attorneys have broad and diverse backgrounds both within and outside the practice of law. By focusing on outstanding client service, superior legal work and generous pro bono and community involvement opportunities, we're dedicated to providing an atmosphere that encourages you to pursue your definition of success--both inside and outside the office.

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Application Analyst

Perkins Coie LLP
Holbrook, AZ 86025

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