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.