Service Management Analyst (277760)
Service Management Analyst (277760)
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Job Description
Are you passionate about optimising service delivery and enhancing operational efficiency
We are seeking a dedicated and detailoriented Service Management Analyst to join our dynamic Service Management team. The ideal candidate will have handson experience in ServiceNow development and a robust understanding of all Service Management processes with a particular focus on Asset and Configuration Management.
In this role you will support our wider Service Management and Technology teams ensuring the effective use of ServiceNow to elevate our service delivery standards and drive operational excellence.
About our Technology function:
At Penguin Random House our Technology team is the powerhouse of innovation and efficiency delivering topnotch solutions with flair and finesse. We thrive on flexibility and agility adapting to ensure our operations run seamlessly. Success is our mantra driven by accountability and an enthusiastic embrace of change. Each team member brings a unique blend of skill and initiative fostering a culture of unity and collaboration. Together we take personal ownership of our roles working handinhand to exceed the expectations of our stakeholders who rely on us to deliver excellence every time.
Key responsibilities:
Develop service offerings catalogue items and workflows within the ServiceNow Sandbox platform for deployment by the Digital Workplace team.
Collaborate with Technology stakeholders to gather requirements and translate them into technical specifications.
Support the implementation and continuous improvement of ServiceNow apps and ITSM processes.
Prepare and present reports and dashboards to management and stakeholders.
Develop and implement a robust asset and configuration management process using ServiceNow as the CMDB.
Ensure the CMDB is populated accurately through automatic discovery manual service mapping and thirdparty tool integration.
Conduct regular CMDB data quality audits and address issues with Data and Service Owners.
Work closely with the ServiceNow Product Manager to prioritise the development backlog and roadmap and collaborate with Service Management functions like Change Incident and Problem Management.
What you will bring:
Essential Criteria:
Indepth knowledge of Service Management Processes.
Solid experience with ServiceNow including ITSM ITAM & CMDB.
Solid ServiceNow development experience including service offerings catalogue items and workflow using Flow Designer.
Preferred Criteria:
Knowledge of the Common Service Data Model.
Familiarity with Agile tools and methodologies.
Experience integrating ServiceNow with thirdparty tools such as SNOW Atlas AssetTrack Tenable SPLUNK and Biz Design.
Application instructions
Please apply with your CV by 11:59pm on Thursday 10th April.
Please note we are looking for someone to join the team as soon as possible but we are also happy to accommodate a reasonable notice period for the right candidate.
We anticipate a twostage interview process which will include a virtual firststage interview and inperson second stage interview. We are happy to discuss this further with you throughout the recruitment process.
Salary
Circa 50000 dependent on how your skills and experience align to the role plus bonus and benefits.
What you can expect from us
Our people are the heart of our business and we work hard to support a culture of responsibility and recognition.
Hybrid working
While our offices across the UK are places to connect collaborate and celebrate with colleagues we recognise that flexibility around where you work is just as important.
Hybrid working is our current practise with time spent working from home and in our London required in the office will vary depending on projects and collaborative working sessions and we are happy to discuss this during the interview process.
About Penguin
Were the UKs largest publisher; made up of some 2000 people and publishing over 1500 books each year. Our doors are open to all kinds of talent. In a constantly evolving industry we work hard to stretch the definition of the word publisher. Here youll work with a breadth of talent who all play their part to make each of our books a success. Together we make books for everyone because a book can change anyone.
The recruitment process
You can read about our recruitment process at a Disability Confident Committed organisation we offer interviews to candidates with a disability who meet the essential criteria for the role and optin on their application form. The essential criteria for this role are listed as part of the What you will bring section. There may be times when the volume of applications means we cannot take all eligible candidates to interview.
We encourage you to tell us about any reasonable adjustments you may need by emailing . Remember you only need to share what you are comfortable to for us to support your request.
Please note we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.
Company:Penguin Books Limited
Country:United Kingdom
State/Region:London
City: London
Postal Code:SW11 7BW
Job ID:277760
Required Experience:
IC
Employment Type
Full Time
