IT Service Management Platform Analyst

Company Description

Creating Opportunities. Changing Lives. Equus Workforce Solutions® is the most comprehensive provider of workforce development services in North America, assisting over a million job seekers and thousands of employers annually. We are drivers and collaborators for workforce systems change, including quickly adapting to changes in legislation, job seeker demographics and market and industry changes. We work every day to change lives, advance economies and help communities thrive. If this is your passion, join us. Start here. Let us take you where you want to go. 

Job Description

This role is responsible for managing and improving the service management platforms, workflows, supporting service catalogue and service portal development, overseeing vendor management, and ensuring the optimization of service management processes across the organization. This role requires a deep understanding of IT service management processes, with expertise in developing and configuring platforms such as ServiceNow.

Platform Development & Configuration

• Lead the development and enhancement of IT Service Management platform to improve service delivery and user experience.
• Design and develop service catalogues, service portals, and knowledge management systems.
• Ensure that service requests, incidents, and changes are managed effectively through the platforms.
• Develop, configure, and maintain platform integrations, workflows, and automation in alignment with business needs.

Vendor Management

• Manage relationships with external vendors and service providers to ensure service delivery meets agreed-upon SLAs.
• Collaborate with vendors to ensure smooth platform updates, system integrations, and troubleshooting.
• Oversee and report on vendor performance, contract renewals, and service delivery metrics.

Process Improvement

• Identify opportunities for process optimization and automation within the service management platforms.
• Ensure compliance with ITIL practices and service management standards.
• Assist in gathering and analyzing data to drive continual service improvement.

Service Catalogue & Service Portal Development

• Collaborate with business stakeholders to gather requirements for service catalogue items and portal functionalities.
• Design and implement new catalogue items and streamline workflows for user requests.
• Create user-friendly and intuitive service portal experiences to improve user engagement and satisfaction.

Collaboration & Support

• Work closely with cross-functional teams including IT, operations, and business units to deliver service management solutions.
• Provide training and support to internal users on how to effectively use the service management platform and related service management tools.
• Troubleshoot and resolve platform-related issues, working with internal teams or vendors to deliver timely solutions.

Qualifications

Required Experience and Competencies

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in administration and configuration tasks supporting ServiceNow or similar platforms in a service management environment.
• Strong background in service catalogue development, service portal design, and workflow automation.
• Experience with vendor management, including project and task scoping, managing SLAs, and performance tracking.
• Experience with gathering requirements, agile story writing and sprint management.
• Knowledge of ITIL framework and best practices in service management.

Technical Skills

• Experience with cloud platforms and related integrations. Familiarity with REST APIs for integrations.
• Proficient in ServiceNow scripting, Business Rules, Client Scripts, and UI Policies.
• Experience with ServiceNow ITSM modules (Incident Management, Change Management, Problem Management, etc.).

Soft Skills

• Excellent communication skills, both written and verbal.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
• Strong problem-solving skills and attention to detail.
• Ability to collaborate with cross-functional teams and business stakeholders.

Preferred Qualifications

• ITIL Foundation certification or higher.
• ServiceNow Certified System Administrator (CSA).
• Experience with JavaScript

Additional Information

Travel Requirements

• Ability to accommodate multiple time zones, occasional