ServiceNow Service Request Process Analyst

For one of our Partners, we are looking for a ServiceNow Service Request Process Analyst to support a long‑term project delivered for a European Union organization based in Warsaw.

Offer:

Rate: 407 - 507 EUR/MD net + VATB2B cooperation with SHIMI

Delivery mode: hybrid work: 50% on-site service provision (office in Warsaw) / 50% remoteLong‑term engagement: 220 MD / 12 months, with up to 3 possible extensions (maximum total duration: 50 months)

Benefits: Multisport card, Private medical care

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 front end handling processes/workflows and proposing improvements

Proposing Service requests Templates requirements (attributes, integrations etc.) and handling processes (workflows, 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
• Knowledge:

Minimum 5 years of IT relevant professional experience

• Minimum 2 years experience at similar position
• 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
• Previous experience working in end user support will be advantageous
• English C1Skills:

Very strong sense of responsibility

• Accuracy and attention to details
• Open minded, excellent troubleshooting, analytical and problem solving skillsVery good organizational skillsVery good communication skills
• Supportive and helpful personality with co-operative and service oriented attitude
• Forward looking with a holistic approach
• High level of motivation and initiative
• IMPORTANT: Please note that this job would require you to initiate the process of getting a Security Clearance certificate at CONFIDENTAL EU level