Job description 

How You Will Contribute:

• We are seeking a highly motivated and detail-oriented Process Analyst to join our dynamic team.
• The ideal candidate will play a crucial role in enhancing our Service Intake and Delivery processes, ensuring the highest level of Quality in Global IT Operations, and driving Automation and Shift Left initiatives.
• This role demands a strong analytical mindset, excellent communication skills, and the ability to collaborate across cross-functional teams.

Roles and Responsibilities:

ServiceNow Development: Lead the design, development, and implementation of ServiceNow solutions to meet business requirements and enhance system capabilities.

Configuration and Customization: Perform advanced configuration and customization of the ServiceNow platform, including creating workflows, business rules, UI pages, and scripts.

Integration: Design and implement integrations between ServiceNow and other third-party applications/systems, ensuring seamless data flow.

Platform Enhancement: Drive continuous improvement initiatives for the ServiceNow platform, staying abreast of new features, recommending enhancements, and implementing best practices.

Documentation: Create and maintain comprehensive technical documentation related to ServiceNow configurations, customizations, and integrations.Collaboration: Collaborate closely with IT teams, business stakeholders, and end-users to gather requirements, conduct training, and ensure effective communication throughout the development lifecycle.

Incident Resolution: Take ownership of incident resolution, service requests, and system issues, providing expertise to ensure optimal platform performance and user satisfaction.

• What Does Ciena Expect of You?
• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• A customer first mentality – what’s important to the customer is also important to you.
• Agility – you are readily able to manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.
• Communication expertise – you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
• Relationship builder – with a proven ability to influence, you’re able to quickly develop trusted connections and get work done through others

The Must Haves:

3-4 years of hands-on experience in ServiceNow development, configuration, and customization.

Proficiency in advanced ServiceNow scripting (JavaScript, GlideScript).

• Expertise in ServiceNow platform configurations, including Forms, Workflows, UI Pages, and Business Rules.Advanced knowledge of ServiceNow integration techniques (REST, SOAP, etc.).
• Familiarity with web technologies such as HTML, CSS, and AngularJS.