ServiceNow Analyst
Oliver James' client is a multinational company with a ServiceNow ITSM project on the way and is seeking an experienced ServiceNow Analyst to support the building and implementation of the platform. This role will be instrumental in deploying and maintaining the platform including managing biannual updates, developing work flows, conducting testing, delivering user training, and automating tasks, schedules, and reporting.
The ideal candidate will bring hands-on experience with ServiceNow implementations and upgrades, possess a good understanding of platform and functionality, and be well-versed in ITIL V3/V4 practices. A solid background in IT Service Management (ITSM) is essential, along with a proven ability to collaborate with stakeholders to streamline IT operations and support strategic goals.
Key Areas of Responsibility:
- Define business priorities and create functional/technical specs with supporting documentation for all configured processes.
- Task Ownership by managing assigned tasks, aligning with standardised processes and improving operations.
- Develop and deliver end-user training and provide ongoing support post-implementation.
- Keep stakeholders informed and contribute to project planning and documentation.
- Lead platform upgrades, conduct testing, and train team for backups.
- Continuously review and enhance workflows and manage release schedules.
- Maintain issue logs, create documentation, and recommend process enhancements.
- Apply ServiceNow best practices and troubleshoot platform issues.
- Share expertise through coaching, presentations, and documentation.
- Stay current through training and certifications to enhance ServiceNow experience and stay up to date with platform advancements.
Key Requirements:
- 2+ years in a similar role supporting ServiceNow platform
- Strong understanding of ServiceNow platforms and functionality (e.g., ITOM, ITBM, HR, CSM).
- Good understanding of core ITSM processes (e.g.: Incident and Problem Management, Configuration Management, and Request Management)
- Strong problem-solving and analytical ability.
- Excellent collaboration and communication skills.
- Skilled in data analysis; knowledge of JavaScript/AngularJS a plus.
- ServiceNow CSA certification is an advantage
- Strong ITIL foundation, preferably with V4 or V3 certifications.
Benefits:
- Competitive salary range
- Bonus scheme, Good pension matching, Annual Leaves
- Clear progression path and supportive working environment
