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Sr ServiceNow Analyst

Twist Bioscience

Twist Bioscience

South San Francisco, CA, USA
Posted on Friday, May 24, 2024

Twist Bioscience is at an exciting phase of growth in business. In order to support the rapid growth at scale, the Information and Business Technology division (IBT) is seeking a proactive and detail-oriented Business Analyst/Project Manager to join our team. The ideal candidate will have a solid understanding of IT processes and strong skills in Project Management. The key focus in the first few quarters will be on implementing new modules and maturing our recently implemented ServiceNow platform for IT Service Management. Understanding and experience in using the ServiceNow platform will be a key requirement for this role.

The IT Business Analyst lead will be reporting to the Sr Dir, IT Infrastructure Operations Security and Compliance and working closely with the IBT and business functional leaders.

What You’ll Be Doing

ServiceNow Management:

  • Drive the growth of the ServiceNow (SN) platform, focusing on Incident Management, Problem Management, Request Management and Service Catalog items, Change Management, Asset Management, and CMDB
  • Gather requirements for new enhancements and business needs on the SN platform.
  • Develop and maintain Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs) for IT, catering to both end users and technical staff.
  • Work with the SNOW Governance and Technical teams to prioritize and drive workflow and feature enhancements

IT Communication Management:

  • Act as the face of IT Communications, ensuring timely and quality communications in Slack, e-mail, intranet and other IT channels.

Project Management:

Manage various projects within the IT space, like:

  • Rollout of ServiceNow mobile App for end users.
  • Implementation of touchless laptop deployment processes.
  • Standardization of lab environments.

SOX Compliance:

  • Serve as the lead for SOX (Sarbanes-Oxley) PBC (Prepared By Client) documentation.
  • Oversee policy process governance and conduct annual periodic reviews and updates.

Disaster Recovery (DR):

  • Lead the annual tabletop exercise for Disaster Recovery planning and execution.

What You’ll Bring to the Team

  • BS or higher degree in Computer Science, Information Systems, or a related field
  • Proven experience as a Business Analyst or Project Manager in an IT environment.
  • At least 6-8 years of IT functional experience (ex: in areas of Infrastructure Operations, Cloud, Business Applications, Integration, Architecture).
  • 3+ years of experience in the ServiceNow platform.
  • 2+ years of experience with Atlassian tools (Jira, Confluence), Github.
  • 3+ years of experience in a publicly traded SoX compliant organization
  • Ability to identify, collaborate and resolve business process inefficiencies that directly affect systems operations.
  • Superior interpersonal skills and proven ability to develop important relationships with all key internal and external stakeholders.
  • Highly adept at translating and communicating technical information to Business Stakeholders, and vice versa for communicating business / strategic information to technical teams.
  • Assertiveness to tactfully address concerns or conflicts openly within core and extended teams.
  • Ability to make good business decisions and exercises sound judgment
  • Ability to deal with uncertainty in a constructive manner and generate options for moving forward.
  • Excellent written and verbal communication skills, ability to highlight issues to senior leaders, drive consensus and forge solutions, stay focused and on-point.
  • Strong work ethic, commitment to the highest quality of work.
  • Proficient with various project management and collaboration tools and applications. Ex: Smartsheet, Asana, GSuite, MS Office, etc.
  • Prior experience in a startup and large-scale environments is a plus.
  • Project management certification a plus (e.g., PMP, Prince2, Agile)
  • ITIL v3-2011 or later Foundation Certificate a plus

About Twist Bioscience

Twist Bioscience synthesizes genes from scratch, known as “writing” DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.

At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.

The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations.
San Francisco Bay Area Pay Range
$142,000$167,000 USD