• Application Deadline:
• Position: ITSM Process Manager L2 - ServiceNow Analyst



• Job Type Contract



• Qualification BA/BSc/HND



• Experience 2 - 3 years



• Location Lagos




• Job Field ICT / Computer 
  
  

Job Description

• We are seeking an experienced ServiceNow Analyst at the L2 level to support and enhance our IT Service Management (ITSM) processes.


• This role involves managing ITSM processes on the ServiceNow platform, ensuring streamlined operations, and optimizing the efficiency of IT service delivery.


• The ideal candidate has a strong understanding of ITIL processes, ServiceNow configuration, and experience in ITSM process management.

Key Responsibilities

ITSM Process Management:

• Oversee IT Service Management (ITSM) processes, including Incident Management, Problem Management, Change Management, and Service Request Management.


• Analyze current ITSM processes and identify areas for improvement to optimize service delivery.


• Ensure all ITSM processes are aligned with best practices and meet organizational standards.

ServiceNow Administration and Analysis:

• Configure, administer, and maintain the ServiceNow platform to support ITSM processes.


• Develop and customize dashboards, reports, and workflows within ServiceNow to meet business requirements.


• Troubleshoot ServiceNow-related issues and coordinate with technical teams to ensure timely resolution.

Data Analysis and Reporting:

• Analyze ITSM metrics and generate reports to measure the effectiveness of ITSM processes and identify trends.


• Monitor SLA compliance and provide insights into service performance, recommending improvements where necessary.


• Prepare regular reports on key performance indicators (KPIs) and ITSM process efficiency.

Process Documentation and Improvement:

• Document all ITSM processes, ensuring clear guidelines and procedures for team members.


• Conduct process audits to ensure adherence to established policies and recommend corrective actions as necessary.


• Work with stakeholders to continuously improve ITSM processes, making them more efficient and user-friendly.

User Support and Training:

• Assist end-users and IT teams in understanding and using ITSM processes effectively.


• Provide training and guidance on the ServiceNow platform and ITSM processes to team members and other stakeholders.


• Act as the primary point of contact for ServiceNow queries and support requests from internal users.

Qualifications

• Education: Bachelor's Degree in Computer Science, Information Technology, or related field.


• Experience: 2-3 years of experience in IT Service Management, with a focus on ServiceNow platform administration and ITSM processes.


• Certifications: ITIL Foundation, ServiceNow Certified System Administrator, or other relevant certifications are a plus.

Skills and Competencies:

Technical Skills:

• Strong proficiency in the ServiceNow platform, including configuration and customization.


• Understanding of ITSM tools, processes, and methodologies (ITIL).


• Experience in developing workflows, forms, and dashboards in ServiceNow.


• Knowledge of data analysis tools and methods for reporting and metrics tracking.

Soft Skills:

• Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.


• Strong analytical skills and attention to detail to identify process inefficiencies and improvement opportunities.


• Proactive approach to problem-solving and continuous improvement.