Senior IT Solution Analyst

Position Summary

Sr. Solution Analyst is responsible for working directly with customers to identify, prioritize, deliver and operate innovative IT solutions. They will also maintain service mapping, CMDB integrity, and workflow governance. They analyze and define IT solutions or process changes to meet customer needs and minimize cost. They are involved in and lead aspects of application lifecycle management, including roadmap planning, delivery, and support to releases.

They own creation and maintenance of necessary application related documentation and communication. In partnership with the business, they drive to ensure the IT solution meets continuously changing business needs. They research and identify industry practices, products and processes that are trending and/or that best meet customer needs.

• Solution Delivery:
  Contribute to and lead analysis aspects of roadmap delivery. Support and lead requirements management, QA and deployment activities. Identify and drive resolution to capability gaps or operational risks. Partner cross‑organizationally and with vendor partners to analyze cost/benefit of various options. Ensure solution delivery practices are structured, sound, and compliant.
• Relationship Management:
  Work in strong partnership with team, partners and stakeholders across the organization. Establish a deep acumen and work with customers to propose, prioritize and deploy continuous improvement. Cultivate and sustain a deep acumen of business functions, processes and needs. Liaise with business partners on IT industry capabilities. Work collaboratively across organizations and stakeholder groups to ensure solutions are compliant and secure.
• Operations:
  Participate in system health assessments through analysis of application operation, identification of operational risks, and recommendation on lifecycle planning events such as upgrades and decommissions. Support validation and measurement of business value for deployed solutions. Foresee changing business needs, and assess needs for solution changes.
• Subject Matter Expertise:
  Sustain deep acumen in analytical methods and tools, industry trends and organizational goals to ensure optimal technology solutions are sought.

• Bachelor's degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Five years of related functional experience.
• Experience with Project or Product delivery practices, including SDLC, Agile, and Waterfall.
• Demonstrated ability to recommend innovative solutions to meet business needs.
• Ability to drive continuous improvement through lean and agile practices.
• Demonstrated in‑depth knowledge of end‑to‑end process and system capabilities, as well as industry standards and emerging technologies and methods.
• Ability to understand technical, functional, and operational details of respective solutions.
• Strong problem solving, analytical and detail orientation.
• Demonstrated ability to build functional and technical subject matter expertise, process and tools expertise, and drive consistency in processes.
• In‑depth knowledge or the ability to quickly attain expertise on core IT components within the respective domain.
• Strong communication skills, effective with varying organizational levels and skill sets.
• Strong Relationship Management and collaboration skills, with a track record of working as one team cross‑organizationally to drive innovation and business results.

• Experience with Service Now CMDB.
• Experience with Service Now IT Asset Management (ITAM).
• Discovery, Service Mapping, and data reconciliation experience.
• Ability to translate business and compliance requirements into Service Now configuration and governance.
• Proven ability to work cross‑functionally with infrastructure, endpoint, security, finance, and service teams.
• Experience integrating endpoint or discovery tools (e.g., Intune, JAMF, Microsoft Configuration Manager, Nexthink) with Service Now.
• Experience supporting enterprise audits or regulatory environments.
• Background in process improvement, governance, or platform ownership roles.
• Preferred Service Now…