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.
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
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
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
Full benefits package including private medical insurance