Do you love to cooperate with different teams and make others teams’ life better? Then this is your chance!

As a ServiceNow Analyst, you will support our Global Operations Management (GOM) function and collaborate with colleagues from Data Governance, Report & Analytics, IT Service Management, Global Service Desk, Global Operations Center, Infrastructure/Application Management, and Suppliers to define, analyse, implement, and sustain improvements to enable the delivery of quality IT services throughout the organization.

Your key responsibilities: Defining, measuring and systematically analysing opportunities to drive and implement process improvements and technical solutions; derived efforts may include process re-engineering, solution architecture/design, project initiation, and/or project management.

• Identifying opportunities and engaging other support organizations to create or improve processes and tools to meet identified needs.
• Performing and/or leading analysis, re-engineering, and work process improvement activities for IT Configuration Management/CMDB & Discovery, including assessments, research, leading practice identification, solution design, taxonomy modelling, construction, implementation, documentation, and performance metrics.
• Presenting and articulating process improvement and automation opportunities and results based upon analysis, including requests for investment to senior management.
• Defining and documenting policies, standards, procedures, workflow, job aids, training, knowledge articles, and other supporting documentation.
• Marketing and increasing awareness of Data Governance leading practices.
• Designing and developing an appropriate measurement framework including dashboards, scorecards, and productivity reporting.
• Partnering with ServiceNow Engineering function to enable the automation of processes.
• Influencing, collaborating, and communicating with all levels of colleagues, stakeholders, and management as it relates to IT process improvement and technical solutions.
• Partnering with process peers to ensure alignment and proper support.
• Ensuring and supporting process adherence by measuring and evaluating process performance.
• Performing evaluations and quality reviews to ensure continuous improvement of the Operational processes.

The ideal candidate has:

• Proficiency with ServiceNow CMDB, Common Service Data Model (CSDM), ServiceNow Discovery, and ServiceNow IT Service Management (ITSM)
• MSc Degree or BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience
• Minimum 5 years of applied work experience
• ITIL Foundation level certification or demonstrated understanding and ability to effectively use the various components of ITIL
• Project management experience with strong planning skills and the ability to motivate others and achieve results
• Ability to work with diverse teams and suppliers globally
• Excellent skills in using IT applications to organize and analyse data
• Excellent facilitation and consultation skills including experience with outsourced service providers
• Demonstrated ability to interact and communicate with various IT teams
• Ability to multi-task and keep multiple responsibilities moving forward simultaneously
• Ability to negotiate and orchestrate solutions through multiple resources
• Ability to teach and mentor others
• Strong process orientation with strong attention to details
• Strong analytical and problem-solving skills
• Familiarity with infrastructure services (i.e., compute, storage, databases), network services, and cloud services (i.e., AWS and Microsoft Azure)

It is a strong plus if you have:

• Proficiency with ServiceNow Reporting, ServiceNow Data Certification, ServiceNow IT Asset Management, ServiceNow Knowledge Management, and Now Platform capabilities
• ITIL Specialist or ITIL Strategist certification
• Experience with System Development Life Cycle (SDLC) processes and procedures
• Experience with software testing, Micro Focus ALM/Quality Center (formerly HP Application Lifecycle Management), and Good Documentation Practices

#GETREADY  to meet with us!

We would like to meet you. If you are interested please apply and attach your CV in English, including a statement that you agree to our processing and storing of your personal data. You can always also apply by sending us an email at HR@itdsportugal.pt.

Internal number #2789