IT Analyst - ServiceNow

Roles & Responsibilities

1. Platform Operations

You will contribute to the stable and secure operation of the ServiceNow platform by:

• Performing instance cloning, including preparation, execution, and post‑clone checks in alignment with defined procedures.
• Executing patching activities based on the release and maintenance schedule, including basic validation.
• Applying and testing plugin updates in coordination with developers and architects to ensure compatibility and minimize disruption.
• Supporting technical onboarding and offboarding of new and leaving team members while following established work instructions and standards.

2. Monitoring & Reporting

You will help create transparency about the health and performance of the platform:

• Monitor and report performance of the ServiceNow instances using defined dashboards and tools, escalating issues as necessary.
• Monitor and report system health, including scheduled jobs, interfaces and error logs, and initiate follow‑up actions or escalations.
• Monitor and report HI cases with ServiceNow Support, tracking status, documenting progress, and informing team members.
• Prepare standard reports and dashboards for performance, health, and support activities to support platform owners.

3. Operational & Second‑Level Ticket Support

You will play a key role in ensuring tickets are processed efficiently and correctly:

• Route tickets to the responsible product teams based on content, scope, and impact.
• Solve tickets based on work instructions, knowledge articles, and standard operating procedures as part of second‑level support.
• Collaborate with Architects, Developers, and Product Owners to clarify issues and support timely incident and request resolution.
• Categorize tickets correctly to improve reporting quality and support process optimization and continuous improvement initiatives.
• Provide ticket reports and basic analysis for team members and management, helping to identify trends, recurring issues, and areas for improvement.

Education & Work Experienc

• e
  3+ years of hands‑on experience working with the ServiceNow platform in administration, operations, or support role
• s.ServiceNow Administration skills, including configuration of basic platform component
• s.Basic ServiceNow development knowledge (e.g., configuration of forms, fields, simple flows/workflows) and the ability to collaborate closely with developer
• s.Basic ServiceNow scripting knowledge (e.g., simple JavaScript within ServiceNow) sufficient to understand and adjust straightforward scripts with guidanc
• e.A degree in Computer Science, Information Systems, or a comparable field, or equivalent professional experience in I
• T.Experience working in IT Service Management or Operational Service Management in a mid‑ to large‑scale organizatio
• n.Good understanding of Operational Service Management processes based on ITIL (especially Incident, Request, Change, and basic CMDB
• ).Ability to create and maintain ServiceNow reports and dashboards to support operational transparency and management reportin
• g.Strong focus on quality, accuracy, and adherence to defined processe
• s.Agile mindset: willingness to work iteratively, learn continuously, and adapt to changing priorities in an international environmen
• t.Basic AI knowledge and interest in using AI‑enabled capabilities within ServiceNow (e.g., virtual agents, recommendations, intelligent routing
• ).Very good Communicati