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 ServiceN ow platform in administration, operations, or support role s.ServiceNow Administration skil ls, including configuration of basic platform component s.Basic ServiceNow development knowled ge (e.g., configuration of forms, fields, simple flows/workflows) and the ability to collaborate closely with developer s.Basic ServiceNow scripting knowled ge (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 on