Service Management Analyst - Sustainable Technology


  • Job ID: 702
  • Job Type(s): Permanent
  • Categories: IT Support - Applications, Other, Sales/Solution Consultants
  • Posted September 6, 2022
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Enso Recruitment is currently working with a brand-new US FDI organisation that has recently set up in Belfast, who are currently hiring for the fantastic role of Service Management Analyst.

This is a well-established global business that has been operating for over 60 years in the technology manufacturing and engineering sector in the US and is now setting up a new site in Belfast to focus on leading transformational programs and projects within their business.

As Service Management Analyst, you will have a hands-on role in the operation and development of ITIL processes. configuring and developing low code solutions to business requirements for the Service Management platform. You will support the Technology Support & Services Platform Lead in ensuring that demands are met with considered, scalable and where possible out of the box solutions, with usability and customer satisfaction and business value being a priority.

You will also focus on operationalizing new features and releases for the platform, especially in the area of Self Service and Request management, ensuring a tight feedback loop, and analyzing data for continual improvement.

The Role

  • Operational management of Change Management process (shared responsibility)
  • Plan and coordinate launches and rollouts of releases to the Service Management platform
  • Configuring and developing low code and where possible out of the box solutions to customer requirements
  • End-to-end mapping of business processes and workflows
  • Build strong relationships with customers of the ITSM function
  • Troubleshoot, manage, and prioritize production issues for the Service Management platform and Applications
  • Provide training and awareness sessions on various ITIL processes and tools
  • Data analysis, creating dashboards and self-service capabilities for customers of the ITSM function


The Skills

  • 2-3 years’ experience in a similar ITIL / ITSM role
  • Solid understanding of ITIL concepts and processes
  • ServiceNow systems administration / development experience
  • Excellent organizational skills and ability to manage shifting priorities
  • Experience in working collaboratively with global teams to deliver effective outcomes
  • Analytical approach with strong focus on data driven decision making
  • Excellent communication skills with the ability to manage and direct workshop exercises with confidence
  • Ability to work autonomously, seek out and build key relationships and knowledge sources to support your initiatives


Nice to have

  • ITIL v3 / v4 foundation certification
  • ServiceNow Systems Administrator certification
  • Understanding of ServiceNow CSDM model


Salary Package

  • An opportunity to join a highly motivated, inspiring team working on technology that is set to unleash new possibilities and create positive changes to the way we live.
  • A fun, inclusive working environment providing fantastic learning and development programs designed to enable individuals to achieve career goals and grow with the company.
  • Competitive salary- £40-50k
  • Performance based bonus plan
  • Flexible work environment
  • 25 days annual leave plus 10 public holidays
  • Pension plan
  • Full benefits package including private medical insurance


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