2022_04 - ITSM Analyst

SUMMARY:
Our client is recruiting for an ITSM Analyst for a 12-month contract. Position based in Johannesburg Northern suburbs.

POSITION INFO:
Purpose:

As the ITSM Analyst within our OT Service Operations team, you will be responsible for reporting and partial administration of Service Now, including requirements gathering and testing. The Analyst is responsible for the review, analysis, and evaluate processes, systems, and user needs for planned projects based on the strategy for the department. ITSM Analyst promotes ITIL best practices across the full life cycle of services. This includes supporting change and problem management as well as the service design and transition process. You will work closely with the contracted ServiceNow Consultants and other Analysts to ensure the current business processes are mapped into the ServiceNow toolset.
 
Roles and Responsibilities: 

• Work with the ServiceNow Consultants to identify new opportunities and ensure the proposed solution satisfies the needs of the business.
• Work in documenting procedures for the various ITSM functions.
• Assist in developing, modifying, and configuring reports, dashboards, and outputs associated with the change, configuration, discovery, and mapping functions.
• Responsible for ensuring work is correctly gathered and maintained within the ServiceNow tool, they will lead the flow of requirements from the business and support teams and ensure functional requirements at a detailed level. Communicate requirements so that development teams can work effectively and ensure areas of complexity are understood and investigated appropriately to review opportunities, blockers, problems, and issues that arise.
• They will support measures to develop and improve the implementation and adoption of the ServiceNow platform across the business. Assist in interpreting impact from supplier release notes and actively find the opportunity to maximize benefit from new features where applicable.
• As the ServiceNow Business Analyst you will have experience in business systems analysis and have experience working in a fast-paced environment with a working knowledge of ITIL, Agile, and DevOps methodologies. Ideally, you will have experience of gathering requirements, producing specifications, and carrying out delivery planning and prioritization activities. Experience working on projects would be highly beneficial.
• Working knowledge of the ServiceNow platform, from a user perspective, is a requirement. Experience from the developer or administrator-level would be advantageous.

Qualifications & Experience:

• Extensive experience with the ServiceNow application
• ITIL v4
• Detailed understanding of, and experience with, ITIL processes
• Excellent oral, written, presentation, and communication skills
• Proficiency with Microsoft Office 2016 (Word, Excel, PowerPoint)
• Excellent inter-personal skills including the ability to work with individuals at all levels of the organization
• Strong analytical and problem-solving skills
• Ability to effectively prioritize and execute in a high-pressure environment
• Ability to independently set priorities and meet deadlines in a fast-paced environment; a self-starter
• Experience of working with third party suppliers/vendors

 Skills, Knowledge & Abilities: 

• Critical & Analytical Thinking
• Teamwork
• Logical
• Customer Service Oriented
• Communication skills both spoken and written.
• Organization and Planning
• Commitment to task
• Listening and Understanding
• Deal with ambiguity
• Innovative

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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