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SalaryReady to elevate your work experience? At Cask, you get to collaborate with incredibly talented people - designers, engineers, technologists, and industry thought leaders - who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day through iteration and innovation.
Cask invites you to bring your authentic, courageous, empathetic, and customer-obsessed self to be part of our experienced team delivering awesomeness for our customers and employees.
We are seeking a highly skilled and motivated ServiceNow ITAM Business Analyst to join our team. The ideal candidate will have a deep understanding of IT Asset Management (ITAM) principles, specifically within the ServiceNow platform, focusing on both Software Asset Management (SAM) Pro and Hardware Asset Management (HAM) Pro modules. This role requires expertise in software licensing, entitlements, allocations, as well as a comprehensive understanding of CMDB, common data sources, and the relationships between CIs, Hardware Assets, Model Categories, and Models.
What you'll be doing:
- Software Asset Management (SAM) Pro:
- Demonstrate understanding of software licensing, entitlements, allocations, software installations, discovery models, DMAPs, software models, and their relationships.
- Responsible for gathering requirements, writing user stories, creating training materials, and conducting SAM Pro training sessions.
- Manage the loading of entitlements, resolve entitlement errors, conduct demos, assist in writing test cases, facilitate User Acceptance Testing (UAT).
- Hardware Asset Management (HAM) Pro:
- Demonstrate understanding of CMDB, common data sources, CIs, hardware assets, model categories, and their relationships.
- Responsible for gathering requirements, writing stories, creating training materials, conducting HAM Pro training sessions, conducting demos, assisting with test case writing, and facilitating UAT.
- Ability to work independently as well as part of a team; able to elevate the appropriate team member when needed
- Clearly communicate needs, issues, dependencies in order to best serve the client and the project team
- Active listening skills demonstrated by reflecting back, asking deep questions, and displaying empathy and understanding
- Ability to communicate (verbal and written) in a clear and concise manner, tailoring the communication appropriately to the intended audience
- Ability to work effectively in an environment with many competing and high-priority demands, often navigating ambiguity
- Actively display a natural curiosity about technology, people, ServiceNow, business, and digital transformation
- Adaptable to change and hungry to consume new information and ideas
- Apply everyday learning and generate wisdom to be bestowed upon clients, teams, and solutions
- Demonstrate influence in a consultative fashion to stakeholders and other team members
- Excellent analytical and creative problem-solving skills
- Responsible for tracking work hours and maintaining full utilization as set by the organization
- Documentation and maintenance of client's business requirements
- Produce quality deliverables in line with client's requirements
- Research, review and refine to ensure quality
- Hands-on planning, gathering, documentation and maintenance of business requirements, including workflow analysis and process engineering
- Write clear, concise, consistent User Stories which accurately decompose high-level concepts and requirements into detailed and workable deliverables
- Research and evaluate alternative solutions, recommend the most efficient and cost-effective solutions with attention to a customer's established needs, capabilities and limitations
- Produce detailed process documentation in alignment with functional needs of the customer
- Review and refine designs for usability
- Review testing scenarios and refine test cases to ensure application quality; Works with users to review test results to ensure they meet expected results
- Assist in the production of and maintain detailed system documentation including; design specs, maintenance, troubleshooting, deployment, disaster recovery, technotes, and testing, etc.
- Strong attention to detail - both accuracy and thoroughness
- Efficient prioritization and planning of work activities
- Adaptability to changes in the work environment and competing demands
- Proven experience in IT Asset Management, preferably within a ServiceNow environment.
- Strong understanding of ITAM principles, including both SAM Pro and HAM Pro modules in ServiceNow.
- Ability to obtain ServiceNow HAM and SAM certifications.
- Experience in gathering requirements, writing user stories, and facilitating UAT.
- Excellent communication and training skills, capable of creating and delivering effective training materials and sessions.
- Analytical mindset with the ability to troubleshoot and resolve issues efficiently.
- Career-development professional within field
- Requires moderate skill set and proficiency in discipline
- Conducts work assignments of increasing complexity, under moderate supervision with some latitude for independent judgment
- Identifying and understanding business problems
- Client facing and comfortable with customer conversations
- Writing user stories with well-defined acceptance criteria
- Creating complex work-flow diagrams
- 1+ years of experience on the ServiceNow Platform
- 1-3+ years of professional IT experience; capturing technical requirements
- 1-3+ years of experience working in a professional services organization or as a consultant
- Associate's Degree in Information Technology, Business, or related field; and two (2) years experience, or more, working in professional services teams, information technology, or business operations; OR equivalent combination of education, training, and experiences relative to the domain of expertise.
- ITIL Foundations
- Previous experience working with ServiceNow ITAM modules.
- ServiceNow HAM and SAM certifications.
- Strong project management skills and experience.
- Ability to work independently and in a team environment.
- Exceptional problem-solving skills and attention to detail.
Cask's success is based on our most valuable asset - our people. We offer a robust benefits package designed with your needs in mind. We are passionate about investing in our people. As lifelong learners, we support your continued education and career development through paid training, including ServiceNow certifications. We build in training dollars and hours into our annual plan for each and every employee so you have the time and resources available to stretch yourself.
We value diversity at our company. Cask is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
To learn more about Cask NX, please visit our website and check out our podcast series. Also be sure to follow us on LinkedIn, Facebook, and Twitter!
Cask NX LLC ("Cask NX") collects and uses your personal information, including sensitive personal information, for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance/the business purposes listed in the chart HERE. We are committed to properly handling the personal information collected or processed in connection with your employment relationship with us. We will not sell the personal information, including any sensitive personal information, we collect about our employees or applicants for employment or share it with third parties for cross-context behavioral advertising.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
Note: Base salary range is $92,000 to $125.000 CAD. This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure and certifications; and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. The range listed is just one component of the total compensation package for employees.
