ServiceNow Service Request Process Analyst (Warsaw, near-site) – Frontex

ServiceNow Service Request Process Analyst (Warsaw, near-site) – Frontex

Profile: ServiceNow Service Request Process Analyst (ServiceNow platform, Service Catalogue, Service Request Catalogue, Request Management, Business Analysis, Workflows, Processes, Testing).

Place of performance: 50% on-site / 50% remote. Onsite service provision at Frontex Headquarters in Warsaw.

Duration of the mission: 50 months.

Security Clearance: EU Confidential required (security screening procedure must be initiated within first 45 days of assignment) - CONFIDENTIEL UE/EU CONFIDENTIAL.

Minimum level of education: Level 4.

Minimum English language skills: C1.

Minimum IT relevant experience: 5 years (2 years in similar roles).

Award Criteria: 50% Price / 50% Quality.

Minimum required scoring for interview: 70%.

Travel: Not foreseen.

Rate: Flexible. The rate offered depends on the candidate’s level, in accordance with the European public grading system. Further details available upon discussion.

• Estimated NWH: 220 days x 3 years + 260 days for the 4th year.

Required technical certificates: Not required.

Knowledge and Skills

Knowledge:

• [01] Excellent understanding of IT Service Management concept, in particular IT Service Catalogue and IT Service Request Catalogue.
• [02] Excellent practical knowledge and experience with ServiceNow Business Analysis.
• [03] Excellent practical knowledge and experience documenting user stories and workflows.
• [04] Excellent practical knowledge and experience translating business requirements into technical specifications, use cases, diagrams.
• [05] Excellent practical knowledge and experience testing implemented solutions.
• [06] Well understanding of the management of the IT services across their lifecycle.
• [07] Well understanding of complex information systems and their interoperability.
• [08] Previous experience working in end user support will be advantageous.

Skills:

• [09] Very strong sense of responsibility.
• [10] Accuracy and attention to details.
• [11] Open-minded, excellent troubleshooting, analytical and problem-solving skills.
• [12] Very good organizational skills.
• [13] Very good communication skills.
• [14] Supportive and helpful personality with co-operative and service-oriented attitude.
• [15] Ability to work in stressful environment with minimal supervision.
• [16] Forward looking with a holistic approach.
• [17] High level of motivation and initiative.

Tasks and Responsibilities

• Reviewing IT Service Catalogue, IT Service Request Catalogue and the requests backlog to identify Service requests Templates to be created, updated or removed.
• Reviewing current IT Service requests back end and frontend handling processes/workflows and proposing improvements.
• Proposing Service requests Templates requirements (attributes, integrations etc.) and handling processes (worflows, approvals etc.).
• Updating or creating new Service requests Templates to be implemented in ITSM solution by the dedicated development team.
• Testing if the developed Service Request Templates work as desired.
• Identifying opportunities for optimization and automation.
• Preparing pre and post implementation documentation.
• Communicating and promoting implemented improvements to end users and support teams.
• Creating a positive customer experience.
• Other specific duties as assigned by the team leader.

Travel: By default, travelling in the interest of service is not foreseen for this position/profile.

• Nevertheless, Frontex may exceptionally request to carry out some services at other locations than Frontex Headquarters or other Contracting Authority’s premises.