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Service Management Analyst III at Verisign in Reston, Virginia

Posted in Software 30+ days ago.

Type: Full-Time

Job Description:

Verisign, a leader in domain names and internet infrastructure, enables internet navigation for many of the world’s most recognized domain names. Verisign enables the security, stability, and resiliency of key internet infrastructure and services, including providing root zone maintainer services, operating two of the 13 global internet root servers, and providing registration services and authoritative resolution for the .com and .net top-level domains, which support the majority of global e-commerce. 

The Service Management Analyst III gathers requirements and develops technical solutions for both moderate and complex issues that satisfy the business needs of the organization. This role advocates and implements directed technologies and processes for Change, Incident, Work request and Problem management. The position also contributes to the development and dissemination of metrics and analysis for operations.  In addition the resource is responsible for being in constant communication with Operational leaders and end users while they are engaged in planning, monitoring, and implementing new initiatives and processes.  

Routine responsibilities include:

  • providing management with new service management perspectives and recommendations

  • updating existing service management processes that are in line with the best practices of ITIL and project management

  • providing automated metric distribution as well as ad-hoc metric builds as needed

Key Responsibilities:

  • The role works directly with end-users and management to identify requirements for Service Management oriented policies and procedures.  Drives implementation and compliance to ITIL best practices.  Analyzes and understands user requirements or procedures to improve system capabilities or automate process workflows.  Documents customer requirements, including projects and enhancements within service requests.

  • Maintains high customer service while assisting end-users with day-to-day issues within Service Management administered tools or processes. Delivers end-to-end automated solutions which may include technical implementation of the ServiceNow Platform, core system and applications.  Configures and customizes the service management system, including workflow creation and documentation, to meet the needs of the operational support teams and business.

  • Analysis of large sets of data, determining high level key messages and gaps.  Provide continuing education to Verisign teams regarding Service Management policies, procedures and processes. Drives user adoption and ensures satisfaction of user experience with systems and platforms related to Service Management processes.

Education and experience:


  • 4 year Bachelor's degree, or equivalent work experience

  • 5+ years' related experience required

  • Process development and documentation experience

  • ITIL Certification


  • Agile Certified Practitioner, or other process related certifications

  • Experience with analytics tools