ServiceNow ITSM Product Analyst

ServiceNow ITSM Product Analyst

The Smurfit Kappa Group plc are Europe's leading corrugated packaging company and one of the leading paper-based packaging companies in the world. An industry leader with 46,000 employees globally, 350 production sites around the world, with locations in 23 countries in Europe and 13 countries in the Americas.

People are at the heart of the organization, and we are constantly working towards creating a fully inclusive working environment where people from all backgrounds are free to be themselves and can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of our communities.

Smurfit Kappa are;

• A Disability Confident Employer and guarantee an interview to candidates who meet our essential criteria.
• Open to considering flexible working, such as part-time hours, hybrid working and other flexible options.
• Happy to offer a wide range of Family Friendly policies including emergency time off for dependents and to provide generous maternity, paternity and adoption leave provisions for our valued colleagues.

Our organization, a stable yet growing company, is searching for an experienced ServiceNow ITSM Product Analyst. 

Position Overview:

There has never been a more exciting time to be part of the new Global IS team at Smurfit Kappa. Our vision is to transform our capability and become a digital strategic partner for our customers, delivering a digitally enabled future for SK. We are undertaking an exciting global IS transformation programme which will set the foundation for our success, and an opportunity exists to join the Global IS Service Excellence function as a ServiceNow ITSM Product Analyst to support the new Global IS ITSM processes and organisation with the new ServiceNow ITSM tooling.

About the role
This role is responsible for the requirements and design of the IT Service Management (ITSM) ways of working as part of the ServiceNow tool and for championing ServiceNow ITSM ways of working across the Global IS team. The role will maintain and manage the ServiceNow Service Management library, ensuring quality ITSM ways of working across Global IS.

Role organisation and scope
The role holder will report to the Head of Continual Improvement and ServiceNow ITSM Design and will work across the Global IS team to ensure consistency of the ServiceNow ITSM designs.
The role can be based at any Smurfit Kappa location. Some travel, including overnight stays, may be required to countries and sites, particularly to the UK and Netherlands Global IS offices.

Your accountabilities

• Guide the Global IS team in the design and rollout of ServiceNow ITSM functionality enabling efficient and effective end to end execution of all ITSM ServiceNow modules
• Collaborate with the Head of Service Management Office, other Global IS leaders and capability owners to finalise requirements for ServiceNow ITSM functionality ensuring it is aligned to business priorities
• Work with Global IS colleagues to devise new support material based on the ServiceNow ITSМ processes, to include training, reporting and system enhancements
• Co-develop vision & roadmap for the ServiceNow ITSM capability through collaboration and alignment with the functional product teams
• Design application and workflow configuration via “user stories” for ServiceNow Platform Development Teams
• Write Test Script and co-ordinate Testing of Developed ITSM Stories
• Identify new industry tools and integration opportunities, making stakeholders aware of opportunities for improved user experience, satisfaction and Global IS efficiencies

Skills and Qualifications:

Essential 

• Working experience as a ITSM Product Analyst
• Experience in Service Management across multiple sites
• Solid understanding of ITSM design principles
• Demonstrable delivery through collaboration and influence
• Practical knowledge of ITSM systems and processes, and the associated frameworks, e.g. ITIL or similar standard
• Strong Customer Experience knowledge supported by demonstrable practical application in a multi-site environment
• Proven stakeholder management in complex environments where resources may not be in direct control of the role and good supplier management knowledge
• Good verbal and written communication skills in English and the ability to work with both business and technology teams

Desirable

• ITIL V3 Expert or ITIL 4 Managing Professional
• Formal ServiceNow certifications
• Working knowledge in a ServiceNow ITSM multi-site environment
• IT operating model change experience