ServiceNow Service Request Process Analyst

SquareDev is a member of the QnR Group, a leading technology organization specializing in end-to-end custom software solutions, Artificial Intelligence, Cybersecurity, SAP S/4HANA, SAP Business One, ServiceNow, and FinTech solutions. The company participates in research projects across Europe collaborating with top universities and enterprises on AI, Data, and Cloud. SquareDev focuses on building scalable AI solutions that enhance human potential and deliver measurable business value.

• At least 5+ years of IT experience and 2+ years in a similar process analyst role.
• Bachelor's degree in Computer Science, Information Systems or a related field.
• Strong practical experience with ServiceNow business analysis.
• Proven ability to document user stories, workflows, and translate business requirements into technical specifications and use cases.
• Solid understanding of IT Service Management concepts, service catalogues, and IT service lifecycles.
• Experience testing implemented solutions in ITSM environments.
• Understanding of complex information systems and their interoperability.
• Excellent organisational skills, attention to detail, and ability to work independently under pressure.
• A proactive, service-oriented mindset with strong communication skills across technical and non-technical audiences.
• English C1 level certification or higher.

Nice to have:

• Prior experience in end-user support.
• Familiarity with automation opportunities within ServiceNow workflows.

• Reviewing the IT Service Catalogue and request backlog to identify templates to create, update, or retire.
• Analysing current front-end and back-end request handling processes and proposing improvements.
• Defining Service Request Template requirements — attributes, integrations, workflows, and approvals.
• Working with the development team to implement new or updated templates.
• Testing developed templates to ensure they work as intended.
• Identifying opportunities for optimisation and automation.
• Preparing pre- and post-implementation documentation.
• Communicating improvements to end users and support teams, driving a positive service experience.