Demand Management Analyst (ServiceNow)

Job Description:
One of our Global Fortune 50 Partners in Aerospace & Defense is looking for multiple Demand Management Analysts to support a high visibility project. These Analysts will focus on improving service delivery outcomes by managing incident and request queues across various service portfolios. The team will collaborate closely with the operational command center for high-priority incident response, other service management teams, service delivery teams, and the ServiceNow platform support team to manage lower-priority incidents and new requests that come through. 100% remote EST or CST hours. Apply today to connect with our team for more details!

Requirements:
• 4-8 years’ experience as a ServiceNow Analyst in an enterprise level environment
o Experience tracking and managing incident and service requests, analyzing data, etc.
• Knowledge of demand management, incident management, and service request workflows
• Experience in providing reports on demand management performance, KPI tracking, and continuous improvement initiatives
• Experience collaborating with cross-functional teams (such as operational command center, service delivery teams, and Service Desk)
• Experience in creating, maintaining and updating documentation and knowledge articles

Nice to have:
• ITIL Certification
• ServiceNow Admin Certification

Responsibilities:
• Utilize ServiceNow data to monitor queues and assignment groups for incoming and aging incidents and service requests.
• Analyze demand data to identify potential issues or areas of concern, particularly related to incident assignments, request processing, and response times.
• Recommend process improvements to optimize organizational and service response and delivery through updated procedures, enhanced documentation, and automation.
• Ensure service delivery performance meets organizational standards and client expectations, minimizing backlogs and enhancing operational efficiency.
• Collaborate with cross-functional teams (operational command center, service delivery teams, Service Desk) to ensure accurate demand assignments and timely issue resolution.
• Assist in the creation and maintenance of documentation and knowledge articles to ensure consistency in demand management processes.
• Provide regular insights and reports on demand management trends, key performance indicators (KPIs), and continuous improvement initiatives.
• Provide transparency into existing backlog being analyzed and managed, identified trends, and optimization opportunities, and current pipeline