Sr. Analyst, Technical Service Delivery Operations (ServiceNow)

Paramount Global (NASDAQ: PARA, PARAA) is a leading global media and entertainment company that creates premium content and experiences for audiences worldwide. Driven by iconic studios, networks and streaming services, Paramount's portfolio of consumer brands includes CBS, Showtime Networks, Paramount Pictures, Nickelodeon, MTV, Comedy Central, BET, Paramount+, Pluto TV and Simon & Schuster, among others. Paramount delivers the largest share of the U.S. television audience and boasts one of the industry's most important and extensive libraries of TV and film titles. In addition to offering innovative streaming services and digital video products, the company provides powerful capabilities in production, distribution and advertising solutions. Overview & Responsibilities
The Paramount Technology department supports our global content company through the delivery of a high quality viewing experience, system infrastructure support, and creating innovative ways for our employees to collaborate. If you are interested in a strategy that has growth, transformation, and ongoing innovation where you can help “reinvent the broadcasting wheel” Paramount Tech has a role for you!

Paramount is hiring a technology professional supporting the execution of people/technology processes under guidance of the ITSM Service Delivery program. Scope of Service includes supporting the effective documentation of work processes and business requirements, improving support and operational procedures across Tech, and finding opportunities for efficiency gains that will reduce the volume of incidents and benefit our end users. The technology professional will work closely with the rest of the ITSM Service Delivery team to use industry standard methodologies to improve service delivery and promote self-service. He or she will focus on expanding the proper use of ServiceNow and be an SME & advocate for the use of Problem Management, Incident Management, Knowledge Management, Request Management and other ServiceNow modules. The resource should have a good working knowledge of ITIL processes and methodologies. This resource will further help Global Client Services expand the delivery of our services to end users, reduce Service Desk/Desktop Tech tickets, improve customer satisfaction, identify shift-left opportunities, and help to lower overall operating costs.
Responsibilities

• Possess basic understanding of processes and procedures in their area of work so that they can perform supporting activities such as documenting existing processes, collecting data to support process improvement, and make the appropriate recommendations to improve operations
• Basic understanding of Problem Management and its use in a large organization
• Able to process and analyze large amounts of data as it relates to identifying trends within ServiceNow and ticket data
• Assist and participate in ServiceNow testing of new enhancements and upgrade activities
• Evaluate and test our standard technology systems when new fixes or capabilities are introduced
• Facilitate enhancement requests and defect corrections through ServiceNow Agile process
• Work with the Incident Manager and the Knowledge Manager to identify and implement automation opportunities
• Develop and test custom reports and dashboards, including key performance indicators. Ability to convey technical data to leadership using PowerPoint and Excel
• Create requirement documentation using ServiceNow standard methodologies including user stories and acceptance criteria
• Improve ServiceNow Incident/Request/Knowledge modules by reviewing current out of the box functionality and extending it as needed
• Apply process knowledge under guidance, supervision, and well-defined work direction
• Develop technical documentation in a clear, concise manner (i.e., Process documents, Visio workflows, PowerPoint slide decks, etc.)
• Possesses an understanding of the project management methodologies and the project life cycle
• Ensures the Knowledge Management workflow/process in ServiceNow is properly applied
• Use metrics to drive proper usage, growth, and accountability across the major ServiceNow modules (Incident/Request/Problem/Knowledge)
• Deliver training where applicable.
• Drives continuous improvement for the services provided by the Global Client Services team.
• Research company standards within Paramount tools and processes and support the implementation of them where applicable.
• Find opportunities to enable our end users to best use the suite of Tech products.
• Coordinate, standardize and drive ITIL problem management activities ensuring root cause analysis, and prevention is identified
• Identifies areas for improvement within the Paramount Service Portal. Works closely with ServiceNow team in developing enhancements.

Job Specifications (e.g., years in field, skills, knowledge, systems etc.)
Basic Qualifications

• Working knowledge of ServiceNow applications to include, but not limited to IT Service Management, IT Operations Management, and Knowledge Management
• Minimum of 5 yrs. of IT experience
• Strong analytical and communication skills
• Bachelor’s degree is required

Additional Qualifications

• Strong working knowledge of Microsoft Office/O365 suite of applications specifically with Excel and PowerPoint
• Clear and consistent communication with users, team, and manager
• Strong analytical and communication skills
• Ability to reliably operate with high energy and flexibility in a fast-paced, constantly evolving team environment
• Demonstrated track record of working collaboratively with customers and Tech peers
• Ability to develop relationships with customers, vendor partners, Tech personnel and end users across the business at all levels

Preferred

• ITIL Foundations v3/v4 Certification

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Paramount is an equal opportunity employer (EOE) including disability/vet.
At Paramount, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies, we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Paramount is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual
orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.
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