ITSM Support Analyst
Job Type : Permanent, Full Time
Overall Job Purpose
To perform 2nd / 3rd line level support and administration tasks on multiple ServiceNow instances and to ensure the highest levels of service and customer service are achieved.
Main Duties of the Job
·Supporting core ServiceNow modules like Incident, Problem and Change Management, Service Catalogue Management, Users and Groups management, CMDB, Knowledge etc
·Maintaining Service Catalogue items and workflows
·Perform mass upload of data via import sets
·Assist in the customer on-boarding process on SCC’s MSP platform
·Perform incident and problem root cause analysis following defined ITIL processes and procedures
·Contribute to project activities by completing assigned tasks as necessary
·Assist in the identification of opportunities for improvement in applications, services and processes.
·Communicate and build relationships with all levels of the business and SCC’s customers
Skills, Knowledge and Experience
·Extensive experience with in the support of IT Service Management (ITSM) platforms (Ideally ServiceNow)
·Full understanding of ITSM processes
·Good understanding of IT Operations Management (ITOM)
·Capable of managing enterprise level platforms
·Understanding of web services and integrations
·Excellent communication skills
·Ability to prioritise workload in a very dynamic environment
·To be professional and presentable at all times
·ServiceNow Certified System Administrator
·ITIL v3 certification
·Previous experience of development and coding – scripting and use of APIs
·Basic understanding of AGILE/SCRUM methodologies
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- Address Birmingham, West Midlands (County)