ServiceNow Service Request Process Analyst

The position is for a long-term project for a European Union organization based in Warsaw, offered by Shimi Sp. z o.o.

• Minimum 5 years of IT relevant professional experience
• Minimum 2 years experience in a similar position
• Excellent understanding of IT Service Management concepts, particularly IT Service Catalogue and IT Service Request Catalogue
• Excellent practical knowledge and experience with ServiceNow Business Analysis
• Experience documenting user stories and workflows
• Skills in translating business requirements into technical specifications, use cases, and diagrams
• Experience testing implemented solutions
• Understanding of IT service lifecycle management
• Understanding of complex information systems and their interoperability
• Previous experience in end user support is advantageous
• English language proficiency at C1 level

• Reviewing IT Service Catalogue, IT Service Request Catalogue, and requests backlog to identify service request templates for creation, update, or removal
• Reviewing current IT Service request handling processes and workflows and proposing improvements
• Proposing requirements for Service request templates (attributes, integrations) and handling processes (workflows, approvals)
• Updating or creating new Service request templates for implementation by the development team in the ITSM solution
• Testing developed Service Request Templates to ensure functionality
• Identifying opportunities for optimization and automation
• Preparing pre and post implementation documentation
• Communicating and promoting implemented improvements to end users and support teams
• Creating a positive customer experience
• Performing other duties assigned by the team leader

This job requires initiating the process of obtaining a Security Clearance certificate at CONFIDENTIAL EU level.