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About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. We embrace diversity and openness because it's in our DNA. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization."-George Kurian, CEO

ServiceNow TechnoFunctional Business Systems Analyst

Research Triangle Park, North Carolina, United States
Job category: Information Technology Job ID: 126711-en_US
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About NetApp

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary

NetApp Business Systems Analysts work as part of a team that supports and enhances NetApp’s world-wide business processes and systems.   You will utilize your strong technical competencies and functional ServiceNow platform expertise to identify, evaluate and develop systems and procedures that meet business user requirements.  To do this successfully you will work closely with cross-function teams to understand business needs, and IT development to provide automated solutions.   An ability to understand business process issues and communicate technical solutions to the internal client is essential to your success in this role.  Project management skills and a customer service orientation is key. 

Essential Functions:

Business Systems Analysts focus primarily on  ITIL,  ITOM(CMDB, CSDM, Discovery, Service Mapping, Service Graph and Event Management), ITSM(Incident Management, Problem Management, Change Management, Knowledge Management, Service Portal, Service Catalog), and ITBM (Agile, Scrum Project Management). This role is a techno-functional hands-on role that requires a full end to end delivery and ownership. Specific areas of responsibility of the Business Systems Analysts teams include:

Business Functional Knowledge:

  • Collaborate with business users to define processes that meet business needs.
  • Ensure processes are scalable and flexible to meet future business need.
  • Design processes that can be implemented with minimal disruption to supporting systems, and that are cost effective.
  • Anticipate the needs of stakeholders affected by process change.
  • Ensure that proposed changes represent the best overall fit for the organization.

Business Requirements Definition and Technical Team Coordination:

  • Develop and define IT requirements to support process and system changes.
  • Lead the functional and technical design sessions to identify gaps and opportunities.
  • Create detailed functional design documents for conversions, interfaces, and reports.
  • Coordinate with IT development teams to manage the development process and resolve issues.
  • Prepare and execute testing plans to ensure high quality results.

Support and Technical Sustaining Operations:

  • Monitor implemented systems and processes to ensure high performance.
  • Manage support requests to ensure timely and thorough resolution of issues.
  • Engage with vendor service support groups to bring resolution to system performance or other processing issues.
  • Serve as a resource to superusers for education on technical system functionality.

Project Management:

  • Develop implementation and project plans.
  • Monitor and drive resolution of issues.
  • Document and communicate status updates to team members and Management.
  • Estimate resource requirement and determine IT impacted groups. 
  • Develop project roadmap with the key stakeholders. 
  • Manage stakeholders’ expectations and relationships.

Minimum Qualifications

  • 5 to 10 years of experience as a ServiceNow TechnoFunctional Business Systems Analyst with a focus on ITIL,  ITOM(CMDB, CSDM, Discovery, Service Mapping, Service Graph and Event Management), ITSM(Incident Management, Problem Management, Change Management, Knowledge Management, Service Portal, Service Catalog), and ITBM (Agile, Scrum Project Management)
  • A Bachelor of Arts or Science Degree required; Information Technology, or related technical field is desirable.  
  • Proficient in ServiceNow tables, classes, data modelling, data architecture. Should be able to understand the requirements from business and work through agile/scrum process. Manage coordination across various technical and functional teams.
  • A proven hands-on experience in ServiceNow, CMDB, Discovery, DevOps, IaaS(Infrastructure as a Service), and Cloud Self-Service portals and implementations.
  • Fluent in understanding and designing Integrations with other IT tools like Ansible, Microsoft DevOps, JavaScript, JSON, and GraphQL, REST APIs and other relevant technologies.
  • Work on site (Hybrid) in the headquarters located in RTP, Raleigh North Carolina
  • Must be authorized to work in the United States (Employment Authorization (EAD), Green Card or Citizenship)
  • Strong oral and written communication skills; including process documentation.
  • Strong analytical, problem-solving, negotiation, task and project management, and organizational skills.
  • Experience working with IT development staff on complex projects.
  • Strong understanding of engineering principles and practices.
  • Strong technical background with advanced personal computer skills including: Microsoft Office(Word, PowerPoint, Excel), Project, Visio, and MS SQL database.
  • Ability to work collaboratively within a team environment of other business systems analysts, cross functional peers, and highly technical resources to drive projects successfully.
  • Ability to evaluate, define and prioritize projects.
  • Ability to handle multiple tasks concurrently.

#Sponsor

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

USA and Canada Residents Only:

The base salary hiring wage range for this position which the Company reasonably and in good faith expects to pay for the position in the specified geographic areas or locations, is $100,000 - $140,000. Final compensation will be dependent on various factors relevant to the position and candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law.  In addition, the position may include some of the following comprehensive benefits such Medical, Dental, Vision, Life, 401(K), Paid Time off (PTO), sick time, leave of absence as per the FMLA and other relevant leave laws, Company bonus/commission, employee stock purchase plan, and/or restricted stocks (RSU’s).

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Did you know...

Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let's talk.

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Equal Opportunity Employer*

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster (PDF). NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.

State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.

Reasonable accommodation

If you are an applicant with a physical or mental disability that requires reasonable accommodation for any part of our application process, please email accessibility@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.

Data privacy

We care about your privacy and therefore ask that you read our Applicant Privacy Policy (PDF) before you submit any personal information to us.

NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and /or rank internal employees seeking promotion or other internal mobility.

An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.

Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com

*Applies to applicants for employment in the United States.