IT Service Management Analyst

A Career with Point72’s Infrastructure Technology Group
As Point72 reimagines the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting, discovering new ways to harness the power of open source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity.
What you’ll do
You will define the processes, policies and establish governance to ensure the operational health and quality of IT Service Management tools. You will drive the operational maturity of IT Service Management tools and processes (Incident, Problem, Change, Request, Asset Management and CMDB). Specifically, you will:
· Support the transition to a new service management platform
· Collaborate with stakeholders to gather, document, and analyze business requirements for ServiceNow implementations and enhancements.
· Work closely with technical teams to design and propose solutions that align with business objectives and leverage the capabilities of the ServiceNow platform.
· Analyze existing ITSM processes and identify opportunities for optimization and automation using ServiceNow.
· Assist in the configuration and customization of ServiceNow modules, including workflows, forms, and user interfaces, to meet business needs.
· Utilize advanced analytical skills to develop and generate reports, dashboards, and metrics that provide insights into ITSM performance and trends.
· Develop test plans and conduct testing to ensure that ServiceNow configurations and customizations meet business requirements and quality standards.
· Create and maintain comprehensive documentation for processes, configurations, and user guides, and conduct training sessions to educate users on ServiceNow functionalities.
· Serve as a liaison between business units and technical teams, facilitating effective communication and ensuring alignment on project goals and deliverables.
· Stay updated with the latest ServiceNow features and industry best practices and recommend continuous improvement initiatives to enhance platform capabilities.

What’s required
· Bachelor’s degree in an IT related field or a minimum of 5 years of relevant recent experience.
· Proven experience with ServiceNow and a strong track record of successful ServiceNow implementations.
· Advanced proficiency in ServiceNow platform capabilities, including ITSM, ITOM, and custom applications.
· Strong understanding of web technologies such as JavaScript, HTML, and CSS.
· Experience with data analysis tools and techniques; exceptional analytical and problem-solving skills, with the ability to interpret complex data and derive actionable insights.
· Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders.
· Ability to work collaboratively in a team environment and manage multiple priorities effectively in a large and complex technical environment.
· Hands-on experience with industry standard enterprise changes, configurations and asset management system tools (such as JSM, Device42, ServiceNow, and/or BMC).
· Familiarity with configuration management concepts and best practices, including CI/CD pipelines, version control, and IT asset lifecycle management.
· Solid understanding of IT infrastructure components, such as servers, networks, storage systems, and virtualization technologies.
· Commitment to the highest ethical standards

We take care of our people
We invest in our people, their careers, their health, and their well-being. When you work here, we provide:
· Fully-paid health care benefits
· Generous parental and family leave policies
· Volunteer opportunities
· Support for employee-led affinity groups representing women, people of color and the LGBT+ community
· Mental and physical wellness programs
· Tuition assistance
· A 401(k) savings program with an employer match and more
About Point72
Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry’s brightest talent by cultivating an investor-led culture and committing to our people’s long-term growth. For more information, visit https://point72.com/.

The annual base salary range for this role is $112,000-$180,000 (USD) , which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things.