ServiceNow Service Request Process Analyst

Long-term project delivered for a European Union organization based in Warsaw.

• Minimum 5 years of IT relevant professional experience
• Minimum 2 years experience at similar position
• Excellent understanding of IT Service Management concept, in particular IT Service Catalogue and IT Service Request Catalogue
• Excellent practical knowledge and experience with ServiceNow Business Analysis
• Excellent practical knowledge and experience documenting user stories and workflows
• Excellent practical knowledge and experience translating business requirements into technical specifications, use cases, diagrams
• Excellent practical knowledge and experience testing implemented solutions
• Well understanding of the management of the IT services across their lifecycle
• Well understanding of complex information systems and their interoperability
• Previous experience working in end user support will be advantageous
• English C1

• Reviewing IT Service Catalogue, IT Service Request Catalogue and the requests backlog to identify Service requests Templates to be created, updated or removed
• Reviewing current IT Service requests back end and front end handling processes/workflows and proposing improvements
• Proposing Service requests Templates requirements (attributes, integrations etc.) and handling processes (workflows, approvals etc.)
• Updating or creating new Service requests Templates to be implemented in ITSM solution by the dedicated development team
• Testing if the developed Service Request Templates work as desired
• 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
• Other specific duties as assigned by the team leader

Please note that this job would require you to initiate the process of getting a Security Clearance certificate at CONFIDENTIAL EU level.