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IT Service Management Platform Analyst
@Equus
[Hiring] IT Service Management Platform Analyst @Equus
Mar 07, 2025 - Equus is hiring a remote IT Service Management Platform Analyst. 💸 Salary: $90,000 to $100,000/annually. 📍Location: USA.
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Role Description
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.
- 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.
- Manage relationships with external vendors and service providers to ensure service delivery meets agreed-upon 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.
- 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.
- 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 user-friendly and intuitive service portal experiences to improve user engagement and satisfaction.
- Work closely with cross-functional 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 platform-related issues, working with internal teams or vendors to deliver timely solutions.
Qualifications
- Bachelor’s 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.
Requirements
- 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 problem-solving skills and attention to detail.
- Ability to collaborate with cross-functional teams and business stakeholders.
Preferred Qualifications
- ITIL Foundation certification or higher.
- ServiceNow Certified System Administrator (CSA).
- Experience with JavaScript.
Additional Information
- 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: $90,000 to $100,000/annually.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
All others
All others
|
Salary
💸
$90,000 to $100,000/annually
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 07, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
