IT ServiceNow Analyst

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Ornua is an Irish dairy co-operative that markets and sells dairy products on behalf of its Member Co-operatives, Ireland’s dairy processors and, in turn, Irish dairy farmers. Ornua is Ireland’s largest exporter of Irish dairy products and has annualised sales of €3.4 billion. Headquartered in Dublin, Ornua has a strong global team of 2,800 employees, operating from 10 business units worldwide, including 13 production facilities. Ornua’s core purpose is to build profitable routes to market for Irish dairy products.

The Group is structured across two divisions: Ornua Foods and Ornua Ingredients. Ornua Foods is responsible for the marketing and sales of Ornua’s consumer brands, including Ireland’s most successful food export, Kerrygold, as well as Kerrygold Dubliner, Pilgrims Choice, Forto and BEO milk powders. Markets are served by production facilities in Ireland, Germany and the UK and by in-market Sales and Marketing teams in Asia, Germany, Ireland, MEA, Poland, Spain, rest of Europe, and North and Latin America.

Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products, for the sale of dairy ingredients to food manufacturing and foodservice customers across the world, and for managing volatility through de-risking and trading strategies. The business is supported by production facilities in the UK, Spain, the US, Saudi Arabia and Nigeria and by in-market teams in Africa and the Middle East.

At Ornua, our Values lie at the core of everything that we do and how we behave both individually and as a business. Our five values, and their underlying behaviours, encourage us to Seek and Embrace New Ideas , Make It Happen, Be Our True Selves, Show You Care and Achieve Great Things Together.

At Ornua, our co-operative ethos lies at the heart of how we do business. We care passionately about driving sustainable, profitable growth, underpinned by our ambitious ‘Path to Prosper’ strategy. We have delivered significant growth in our core business, and we have ambitious plans for continued growth over the next five years.

W HY T HIS R OLE IS V ALUABLE

Ornua is in the process of implementing ServiceNow ITSM and is seeking an experienced Analyst to build and maintain the platform post-implementation. This role includes managing biannual updates, developing new workflows, creating user stories, conducting testing, providing training for fulfillers and end-users, and automating tasks, schedules, and reporting.

The ideal candidate will have prior experience with ServiceNow implementation and platform updates, a strong understanding of ServiceNow capabilities, modules, and functionalities, and familiarity with ITIL V3/V4. They should have a solid background in IT Service Management (ITSM) and experience with the ServiceNow platform. This role involves analysing business processes, configuring the ServiceNow platform, and collaborating with various stakeholders to optimize IT workflows and drive strategic decisions.

K EY A REAS OF R ESPONSIBILITY:

- Understand business needs: Analyse and define priorities within both business and technical contexts. Create detailed functional and technical specifications and maintain comprehensive documentation for all configured processes.
- Lead training and support: Develop and deliver end-user training. Provide robust support and guidance to end-users during both implementation and post-implementation phases.
- Communicate effectively: Regularly update stakeholders on request statuses and timelines. Collaborate with project teams to design appropriate process solutions, develop project schedules, reports, and documentation.
- Ensure task responsibility: Take full responsibility for assigned tasks, ensuring adherence to functional standardization. Analyse and document business processes and functional requirements to enhance operational maturity.
- Oversee platform upgrades: Manage platform upgrade efforts, including rigorous testing. Train other IT Service Delivery team members to serve as backups.
- Implement continuous improvement: Define and implement a continuous improvement lifecycle to ensure processes and record producers are regularly reviewed and optimized. Manage and communicate ServiceNow release schedules.
- Maintain issue logs: Create and maintain detailed issue logs. Develop use cases, process diagrams, and requirements documentation. Perform gap analyses and recommend improvements to existing processes.
- Apply best practices: Learn and apply best practices for ServiceNow development, security, and performance optimization. Provide support and troubleshooting for ServiceNow-related issues.
- Facilitate knowledge transfer: Share knowledge within and outside your team through presentations, coaching sessions, and other practices.
- Enhance expertise: Participate in training sessions and certifications to enhance ServiceNow expertise and stay updated on platform advancements.

K EY R EQUIREMENTS :

- Experience: Over 2 years of experience in a Business Analyst role supporting the ServiceNow platform.
- ServiceNow Expertise: Strong understanding of ServiceNow platform capabilities, modules, and functionalities, including ITOM, ITBM, HR, or CSM modules.
- ITSM Proficiency: Extensive knowledge of ITSM processes, such as Incident and Problem Management, Change Management, Configuration Management, and Request Management.
- Analytical Skills: Exceptional analytical and problem-solving skills with a proven ability to tackle complex issues.
- Agile/Scrum Knowledge: Familiarity with Agile/Scrum methodologies and tools, ensuring efficient project management and delivery. Familiarity with Lean and Six Sigma methodologies is also beneficial.
- Communication Skills: Outstanding communication and interpersonal skills, enabling effective collaboration and stakeholder engagement.
- Educational Background: Preferred candidates will have a university degree in Computer Science, Software Engineering, Information Systems, or a related field.
- Certification: ServiceNow CSA certification is required, demonstrating proficiency and expertise in the platform.
- ITIL Expertise: A robust understanding of ITIL principles and practices is essential, such as ITIL V4 High Velocity, Create, Deliver & Support, or ITIL V3 Service Transition or Service Operation equivalents.

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