Role Purpose
Our Client is implementing ServiceNow ITSM and requires an experienced ServiceNow Analyst to support, maintain, and enhance the platform post-implementation. The role focuses on workflow development, upgrades, automation, testing, training, and continuous improvement of ITSM operations.
Key Responsibilities
• Analyse business requirements, define priorities, and produce clear functional/technical specifications.
• Deliver training for fulfilment teams and end users; provide ongoing support post-implementation.
• Communicate progress, timelines, and solution updates to stakeholders.
• Own assigned tasks, document processes, and contribute to operational maturity.
• Manage biannual platform upgrades, including planning, testing, and knowledge transfer.
• Drive continuous improvement of workflows, record producers, and processes; manage release schedules.
• Maintain detailed issue logs, use cases, diagrams, and requirements documentation.
• Conduct gap analyses and recommend process improvements.
• Apply best practices in ServiceNow development, security, and performance.
• Support troubleshooting and platform optimisation.
• Share knowledge through presentations, coaching, or internal sessions.
• Engage in ongoing training and certifications to expand platform expertise.
Key Requirements
• 2+ years’ experience supporting and developing the ServiceNow platform.
• Strong understanding of ServiceNow modules and capabilities (e.g., ITOM, ITBM, HR, CSM).
• Solid ITSM knowledge across Incident, Problem, Change, Request, and Configuration Management.
• Excellent analytical and problem-solving abilities.
• Familiarity with Agile/Scrum methodologies; Lean or Six Sigma useful.
• Strong communication and stakeholder-management skills.
• Proficiency in requirements gathering and data analysis; JavaScript/AngularJS advantageous.
• Degree in Computer Science, Software Engineering, Information Systems, or similar preferred.
• ServiceNow CSA certification required and strong understanding of ITIL (V4 or V3 equivalent).
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