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ITSM Process Manager L2 - ServiceNow Analyst at Blue Pearl Consulting Services

Blue Pearl Consulting ServicesLagos, Nigeria Networking and Tech Support
Contract
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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