ServiceNow Managed Service Analyst

SUMMARY:
Our client is looking for a ServiceNow Managed Service Analyst to join their team in Cape Town

POSITION INFO:
Roles and Responsibilities
Fulltime in Office
Reports to: Service Desk Manager
Working hours: Hours of Work: 37.5 hours 9am-5.30pm Monday-Friday GMT (UK Time).
Salary: R40 000 - R45 000 basic salary + Medical Aid, provident fund, income protector benefits
Location: Cape Town (SA)

Summary and purpose of the job:
We are looking for a ServiceNow Managed Services Analyst, you will play a key role in maintaining the health, performance, and security of the Companies ServiceNow platform. You will carry out daily monitoring, resolve issues, support continuous improvement initiatives, and contribute to the optimisation of data, licenses, and features.

This role offers excellent opportunities for technical development and exposure to a broad range of ServiceNow capabilities.

Key Responsibilities include:

• Perform daily platform monitoring, health checks, and performance reviews.
• Deliver patching, plugin updates, and security reviews.
• Investigate and resolve incidents, defects, and platform errors.
• Support CMDB inspections, contributing to data quality and alignment with CSDM standards.
• Track and report on license consumption, highlighting optimisation opportunities.
• Contribute to the delivery of enhancements and backlog items for continuous improvement.
• Assist with governance and compliance activities, including MFA, access controls, and audit readiness.
• Research new ServiceNow features and modules, preparing recommendations for review.
• Support testing, documentation, and knowledge transfer as part of platform enhancements.
• Execute defined testing steps as part of UAT, and defect resolution, documenting results clearly.

• Hands-on experience with ServiceNow administration or support.
• Understanding of ServiceNow ITSM modules (Incident, Problem, Change, CMDB).
• Knowledge of CMDB structure, data quality, and the CSDM framework.
• Familiarity with ITIL processes and IT service management.
• Strong problem-solving skills with attention to detail.
• Ability to work collaboratively in a team environment.
• ServiceNow Certified System Administrator (CSA) or working towards it.