ServiceNow Service Request Process Analyst (Warsaw, near-site) – Frontex
About The Position
The ServiceNow Service Request Process Analyst will be responsible for reviewing and improving the IT Service Catalogue, IT Service Request Catalogue, and the associated request backlog. This role involves identifying, creating, updating, and removing Service Request Templates, as well as analyzing and proposing enhancements to backend and frontend handling processes and workflows within the ITSM solution. The analyst will translate business requirements into technical specifications, document user stories and workflows, and test implemented solutions to ensure they function as intended. Additionally, the position focuses on identifying opportunities for optimization and automation, preparing documentation, promoting implemented improvements, and ensuring a positive customer experience. The role requires a strong understanding of IT Service Management concepts, particularly Service Catalogs and Request Management, with a significant portion of the work performed remotely and on-site at Frontex Headquarters in Warsaw.
Requirements
- 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.
- Minimum of 5 years of IT relevant experience.
- Minimum of 2 years of experience in similar roles.
- Minimum Level 4 education.
- Minimum English language skills: C1.
Nice To Haves
- Previous experience working in end user support will be advantageous.
Responsibilities
- 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 frontend handling processes/workflows and proposing improvements.
- Proposing Service requests Templates requirements (attributes, integrations etc.) and handling processes (worflows, 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.
Benefits
- Rate offered depends on the candidate’s level, in accordance with the European public grading system.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
