Blue Pearl Consulting is a boutique management consulting firm with a focus on helping businesses achieve sustainable competitive advantages. Mission: To be fanatical about solving problems and delivering superior solutions to our clients that maximize bottom line results. Vision: To be the go-to trusted partner for our clients, providing strategies and actionable solutions that position them for sustainable growth. Values: Integrity - We do the right thing, without compromise and without regards to consequences.
Job Description
- We are seeking an experienced ServiceNow Analyst at the L2 level to support and enhance our IT Service Management (ITSM) processes.
- This role involves managing ITSM processes on the ServiceNow platform, ensuring streamlined operations, and optimizing the efficiency of IT service delivery.
- The ideal candidate has a strong understanding of ITIL processes, ServiceNow configuration, and experience in ITSM process management.
Key Responsibilities
ITSM Process Management:
- Oversee IT Service Management (ITSM) processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
- Analyze current ITSM processes and identify areas for improvement to optimize service delivery.
- Ensure all ITSM processes are aligned with best practices and meet organizational standards.
ServiceNow Administration and Analysis:
- Configure, administer, and maintain the ServiceNow platform to support ITSM processes.
- Develop and customize dashboards, reports, and workflows within ServiceNow to meet business requirements.
- Troubleshoot ServiceNow-related issues and coordinate with technical teams to ensure timely resolution.
Data Analysis and Reporting:
- Analyze ITSM metrics and generate reports to measure the effectiveness of ITSM processes and identify trends.
- Monitor SLA compliance and provide insights into service performance, recommending improvements where necessary.
- Prepare regular reports on key performance indicators (KPIs) and ITSM process efficiency.
Process Documentation and Improvement:
- Document all ITSM processes, ensuring clear guidelines and procedures for team members.
- Conduct process audits to ensure adherence to established policies and recommend corrective actions as necessary.
- Work with stakeholders to continuously improve ITSM processes, making them more efficient and user-friendly.
User Support and Training:
- Assist end-users and IT teams in understanding and using ITSM processes effectively.
- Provide training and guidance on the ServiceNow platform and ITSM processes to team members and other stakeholders.
- Act as the primary point of contact for ServiceNow queries and support requests from internal users.
Qualifications
- Education: Bachelor's Degree in Computer Science, Information Technology, or related field.
- Experience: 2-3 years of experience in IT Service Management, with a focus on ServiceNow platform administration and ITSM processes.
- Certifications: ITIL Foundation, ServiceNow Certified System Administrator, or other relevant certifications are a plus.
Skills and Competencies:
Technical Skills:
- Strong proficiency in the ServiceNow platform, including configuration and customization.
- Understanding of ITSM tools, processes, and methodologies (ITIL).
- Experience in developing workflows, forms, and dashboards in ServiceNow.
- Knowledge of data analysis tools and methods for reporting and metrics tracking.
Soft Skills:
- Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.
- Strong analytical skills and attention to detail to identify process inefficiencies and improvement opportunities.
- Proactive approach to problem-solving and continuous improvement.
Method of Application
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