Shimi Sp. z o.o.

Discussion

ServiceNow Service Request Process Analyst

For one of our Partners, we are looking for a ServiceNow Service Request Process Analyst to support a long‑term project delivered for a European Union organization based in Warsaw.

Offer:

  • Rate: 457 - 557 EUR/MD net + VAT

  • B2B cooperation with SHIMI

  • Delivery mode: hybrid work: 50% on-site service provision (office in Warsaw) / 50% remote

  • Long‑term engagement: 220 MD / 12 months, with up to 3 possible extensions (maximum total duration: 50 months)

  • Benefits: Multisport card, Private medical care

Responsibilities:

  • Reviewing IT Service Catalogue, IT Service Request Catalogue and the requests backlog to identify Service requests Templates to be created, updated or removed

  • Reviewing current IT Service requests back end and front end handling processes/workflows and proposing improvements

  • Proposing Service requests Templates requirements (attributes, integrations etc.) and handling processes (workflows, approvals etc.)

  • Updating or creating new Service requests Templates to be implemented in ITSM solution by the dedicated development team

  • Testing if the developed Service Request Templates work as desired

  • Identifying opportunities for optimization and automation

  • Preparing pre and post implementation documentation

  • Communicating and promoting implemented improvements to end users and support teams

  • Creating a positive customer experience

  • Other specific duties as assigned by the team leader

Knowledge:

  • Minimum 5 years of IT relevant professional experience

  • Minimum 2 years experience at similar position

  • Excellent understanding of IT Service Management concept, in particular IT Service Catalogue and IT Service Request Catalogue

  • Excellent practical knowledge and experience with ServiceNow Business Analysis

  • Excellent practical knowledge and experience documenting user stories and workflows

  • Excellent practical knowledge and experience translating business requirements into technical specifications, use cases, diagrams

  • Excellent practical knowledge and experience testing implemented solutions

  • Well understanding of the management of the IT services across their lifecycle

  • Well understanding of complex information systems and their interoperability

  • Previous experience working in end user support will be advantageous

  • English C1

Skills:

  • Very strong sense of responsibility

  • Accuracy and attention to details

  • Open minded, excellent troubleshooting, analytical and problem solving skills

  • Very good organizational skills

  • Very good communication skills

  • Supportive and helpful personality with co-operative and service oriented attitude

  • Forward looking with a holistic approach

  • High level of motivation and initiative

IMPORTANT: Please note that this job would require you to initiate the process of getting a Security Clearance certificate at CONFIDENTAL EU level

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