Description
Service Management Analyst
Our client is looking for a Servcie Management Analyst - They ideally need someone who can design, document and implement technical processes. Whilst the client is looking specifically for FreshService or FreshDesk experience, but will consider experience with any service management platform (Fresh, Remedy, Servicenow etc.). To be considered for the role you MUST be on the technical side, not business process/service side.
Hybrid working
Outside IR35
They are looking for a Service management engineer to take a lead role in the design, documentation and delivery of our new Service Management tool. Working with the project team, you will be implementing integrations and workflow to support business process as defined by the business analysis.
Key requirements
- Service Management Experience (ITIL an advantage)
- Development and configuration of SaaS solutions
- Strong understanding of Enterprise Service Management and/or IT service management
- Technical implementation of an enterprise service management tool such those supplied by Fresh, Remedy, ServiceNow etc.
- SaaS solutions from a variety of suppliers
- JIRA or another work tracking system
Key deliverables
- Design and document solutions to meet documented business requirements
- Working with the supplier and other technical team members to deliver integrations and secure data flow
- Use the appropriate tools to deliver to requirements (workflow, application config or custom development)
- Providing third line support for users during the project life cycle
- Defining and documenting support processes for handover to our Customer Services teams for long term support
- Liaising with the test team to help define and support the delivery of various levels of testing, including integration and UAT
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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