ServiceNow Developer/Analyst New

3 days ago

Dublin, Ireland CPL Full time

Role Purpose

Our Client is implementing ServiceNow ITSM and requires an experienced ServiceNow Analyst to support, maintain, and enhance the platform post-implementation. The role focuses on workflow development, upgrades, automation, testing, training, and continuous improvement of ITSM operations.

Key Responsibilities

• Analyse business requirements, define priorities, and produce clear functional/technical specifications.

• Deliver training for fulfilment teams and end users; provide ongoing support post-implementation.

• Communicate progress, timelines, and solution updates to stakeholders.

• Own assigned tasks, document processes, and contribute to operational maturity.

• Manage biannual platform upgrades, including planning, testing, and knowledge transfer.

• Drive continuous improvement of workflows, record producers, and processes; manage release schedules.

• Maintain detailed issue logs, use cases, diagrams, and requirements documentation.

• Conduct gap analyses and recommend process improvements.

• Apply best practices in ServiceNow development, security, and performance.

• Support troubleshooting and platform optimisation.

• Share knowledge through presentations, coaching, or internal sessions.

• Engage in ongoing training and certifications to expand platform expertise.

Key Requirements

• 2+ years’ experience supporting and developing the ServiceNow platform.

• Strong understanding of ServiceNow modules and capabilities (e.g., ITOM, ITBM, HR, CSM).

• Solid ITSM knowledge across Incident, Problem, Change, Request, and Configuration Management.

• Excellent analytical and problem-solving abilities.

• Familiarity with Agile/Scrum methodologies; Lean or Six Sigma useful.

• Strong communication and stakeholder-management skills.

• Proficiency in requirements gathering and data analysis; JavaScript/AngularJS advantageous.

• Degree in Computer Science, Software Engineering, Information Systems, or similar preferred.

• ServiceNow CSA certification required and strong understanding of ITIL (V4 or V3 equivalent).

#LI-JM2

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