IT Service Management Platform Analyst

This role is responsible for managing and improving the service management platforms workflows supporting service catalogue and service portal development overseeing vendor management and ensuring the optimization of service management processes across the organization. This role requires a deep understanding of IT service management processes with expertise in developing and configuring platforms such as ServiceNow.

Platform Development & Configuration

• Lead the development and enhancement of IT Service Management platform to improve service delivery and user experience.
• Design and develop service catalogues service portals and knowledge management systems.
• Ensure that service requests incidents and changes are managed effectively through the platforms.
• Develop configure and maintain platform integrations workflows and automation in alignment with business needs.

Vendor Management

• Manage relationships with external vendors and service providers to ensure service delivery meets agreedupon SLAs.
• Collaborate with vendors to ensure smooth platform updates system integrations and troubleshooting.
• Oversee and report on vendor performance contract renewals and service delivery metrics.

Process Improvement

• Identify opportunities for process optimization and automation within the service management platforms.
• Ensure compliance with ITIL practices and service management standards.
• Assist in gathering and analyzing data to drive continual service improvement.

Service Catalogue & Service Portal Development

• Collaborate with business stakeholders to gather requirements for service catalogue items and portal functionalities.
• Design and implement new catalogue items and streamline workflows for user requests.
• Create userfriendly and intuitive service portal experiences to improve user engagement and satisfaction.

Collaboration & Support

• Work closely with crossfunctional teams including IT operations and business units to deliver service management solutions.
• Provide training and support to internal users on how to effectively use the service management platform and related service management tools.
• Troubleshoot and resolve platformrelated issues working with internal teams or vendors to deliver timely solutions.

Qualifications :

Required Experience and Competencies

• Bachelors degree in Computer Science Information Technology or a related field.
• Proven experience in administration and configuration tasks supporting ServiceNow or similar platforms in a service management environment.
• Strong background in service catalogue development service portal design and workflow automation.
• Experience with vendor management including project and task scoping managing SLAs and performance tracking.
• Experience with gathering requirements agile story writing and sprint management.
• Knowledge of ITIL framework and best practices in service management.

Technical Skills

• Experience with cloud platforms and related integrations. Familiarity with REST APIs for integrations.
• Proficient in ServiceNow scripting Business Rules Client Scripts and UI Policies.
• Experience with ServiceNow ITSM modules (Incident Management Change Management Problem Management etc..

Soft Skills

• Excellent communication skills both written and verbal.
• Ability to work independently prioritize tasks and manage multiple projects simultaneously.
• Strong problemsolving skills and attention to detail.
• Ability to collaborate with crossfunctional teams and business stakeholders.

Preferred Qualifications

• ITIL Foundation certification or higher.
• ServiceNow Certified System Administrator (CSA).
• Experience with JavaScript

Additional Information :

Travel Requirements

• Ability to accommodate multiple time zones occasional travel required for meetings and conferences and may need to work outside of regular business hours to address urgent issues or during critical project phases.

Compensation

• $90000 to $100000/annually

All your information will be kept confidential according to EEO guidelines.

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team Equus puts the industrys best practices to work by focusing on the development design and delivery of demanddriven workforce solutions.

When you join Equus you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color gender age pregnancy sexual orientation gender identity ancestry religion national origin veteran status physical or mental disability or reprisal or any other characteristic protected under state federal or local law.

Remote Work :

Yes

Employment Type :

Fulltime