ServiceNow Service Request Process Analyst
⚲ Warszawa
9 597 - 11 697 EUR netto (B2B)
Wymagania
- IT Service Management
- IT Service Catalogue
- ServiceNow Business Analysis
- IT Service Request Catalogue
Opis stanowiska
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: 457 - 557 EUR/MD net + VAT
•
B2B cooperation with SHIMI
• Delivery mode: hybrid work: 50% on-site service provision (office in Warsaw) / 50% remote
•
Long‑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 C1
Skills:
• Very strong sense of responsibility
• Accuracy and attention to details
• Open minded, excellent troubleshooting, analytical and problem solving skills
• Very good organizational skills
• Very 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
Offer:
• Rate: 457 - 557 EUR/MD net + VAT
•
B2B cooperation with SHIMI
• Delivery mode: hybrid work: 50% on-site service provision (office in Warsaw) / 50% remote
•
Long‑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 C1
Skills:
• Very strong sense of responsibility
• Accuracy and attention to details
• Open minded, excellent troubleshooting, analytical and problem solving skills
• Very good organizational skills
• Very 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
🔍 Dekoder Ogłoszenia
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long‑term project delivered for a European Union organization
Projekt może być długi, ale jego rzeczywiste trwanie zależy od decyzji organizacji i może zakończyć się wcześniej.
🔴
up to 3 possible extensions (maximum total duration: 50 months)
Chociaż projekt może trwać do 50 miesięcy, każda kolejna faza wymaga odrębnej decyzji o przedłużeniu, co nie gwarantuje ciągłości.
🔴
50% on-site service provision (office in Warsaw) / 50% remote
Wymaga obecności w biurze w Warszawie przez połowę czasu pracy, co może być uciążliwe w zależności od lokalizacji.
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Creating a positive customer experience
Może oznaczać konieczność radzenia sobie z trudnymi lub niezadowolonymi użytkownikami.
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Other specific duties as assigned by the team leader
Zakres obowiązków może zostać rozszerzony o zadania niezwiązane bezpośrednio z głównym opisem stanowiska.