ITSM Analyst / ServiceNow

Job description

Key responsibilities

• Establish process to support operational support onboarding for new and changed processes.
• Manage the technology asset register.
• Create process documentation, check lists and templates.
• Review existing knowledge base and migrate to new platform.
• Create missing knowledge articles, operational support documents and end user information.
• Update hardware and software asset register; provide updates to CMDB. Work with MSP to correct / augment information as required.
• Update hardware and software asset register; provide updates to CMDB. Work with MSP to correct / augment information as required.
• Document ITSM and Service Desk processes, assist with implementation and compliance management. Handle issues and defects.
• Assist with service catalogue update, identity management implementation, general documentation and communication material.

Key Skills

• 5 years of experience in a ITSM support role.
• ITIL Service Management to cover Service Design, Transition and Operation.
• Extensive Service Now experience across various modules and reporting.
• Strong knowledge around Service Readiness Management.
• Experienced in management of CMDB, Asset DB and associated change management.
• Knowledge of Microsoft Service Management Capabilities.
• Knowledge of Microsoft Office Suite – Office 365.
• Strong documentation and effective business analysis skills.
• Good, concise communication skills (written, verbal).

How to apply 

Please apply here or send me your updated cv at marianne@charterhouse.com.au