Service Managed Service Analyst

We are looking for a Service Now Managed Services Analyst, you will play a key role in maintaining the health, performance, and security of our Service Now platform.

You will carry out daily monitoring, resolve issues, support continuous improvement initiatives, and contribute to the optimisation of data, licenses, and features.

This role offers excellent opportunities for technical development and exposure to a broad range of Service Now capabilities.

• Perform daily platform monitoring, health checks, and performance reviews.
• Deliver patching, plugin updates, and security reviews.
• Investigate and resolve incidents, defects, and platform errors.
• Support CMDB inspections, contributing to data quality and alignment with CSDM standards.
• Track and report on license consumption, highlighting optimisation opportunities.
• Contribute to the delivery of enhancements and backlog items for continuous improvement.
• Assist with governance and compliance activities, including MFA, access controls, and audit readiness.
• Research new Service Now features and modules, preparing recommendations for review.
• Support testing, documentation, and knowledge transfer as part of platform enhancements.
• Execute defined testing steps as part of UAT, and defect resolution, documenting results clearly.

• Hands-on experience with Service Now administration or support.
• Understanding of Service Now ITSM modules (Incident, Problem, Change, CMDB).
• Knowledge of CMDB structure, data quality, and the CSDM framework.
• Familiarity with ITIL processes and IT service management.
• Strong problem-solving skills with attention to detail.
• Ability to work collaboratively in a team environment.
• Service Now Certified System Administrator (CSA) or working towards it.