ITSM Process Manager L2 - ServiceNow Analyst at Blue Pearl PTY Limited

Blue Pearl is a market-leading CLOUD Solutions developer with extensive knowledge and insight into the latest technologies, standardised processes, advanced technical capabilities and consulting processes available, ensuring wholistic success for our clientele. We offer professional consulting to compliment your business strategy and overall management and make it our priority to add value to any business by listening, analysing and creating a conducive solution that will empower our client.

We are recruiting to fill the position below:

Job Title: ITSM Process Manager L2 - ServiceNow Analyst

Location: Lagos, Nigeria
Job type: Contract

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.

Application Closing Date
Not Specified