Itsm Servicenow, Service Improvement Analyst – JavaScript, HTML

Salary: £540 per day

ITSM ServiceNow, Service Improvement Analyst – JavaScript, HTML

Contract – 6 months

£540 per Day – Outside IR35

West London Offices – Office based – some Remote

One of the world’s most successful on-line luxury goods retailers is seeking an ITSM, ServiceNow, Service Improvement Analyst

The Company requires a proactive approach and focus to service improvement, beyond reactive service management, that results in improved internal efficiency, increased business value and an improved perception of CTS services. The ITSM ServiceNow, Service Improvement Analyst is required to champion and lead embedding this culture of Continual Service Improvement.

The Service Analyst will ensure the right data and training needs are identified (if any training is required), they are gathered and assessed in the right combinations to break down silos and produce information that can be used to improve understanding of true service performance, pre-empting problems and opportunities for improvements.

The ITSM ServiceNow, Service Improvement Analyst will assist the managers of each area in change and adoption of new and existing IT systems, technology and processes. A key focus will be to assist the IT Support Manager in driving the vision and values of the Company

Another key focus will be on monitoring the effectiveness of the service life-cycle processes and customer engagements, instigating initiatives to investigate potential opportunities for improvement and recommending alternative approaches that are aligned to business needs and strategy.

Working closely with the Service Management Team to agree Continual Service Improvements initiative prioritisation and management of the Service Improvement Plan. Confirming initiatives have effectively delivered the expected outcomes and report progress to management.

Main Tasks & Key Responsibilities:

ITSM ServiceNow, Service Improvement Analyst

• Define, design, and implement a Service Improvement Framework to enable the consistent measurement service effectiveness
• Create and report on performance metrics for service delivery to identify areas requiring improvement
• Monitor practices and processes to guide the implementation of compliance and improvement strategies
• Utilise available information, metrics and evaluations to develop recommendations for change
• Provide input on internal processes to assist with service improvement initiatives
• Identify opportunities for improvement with: Availability, Capacity, Business Continuity, Knowledge Management, Incident, Request
• Diagnose service delivery problems alongside Service Readiness and initiate actions to maintain or improve levels of service
• Assist the creation and maintenance of a catalogue of available services
• Maintain operational methods alongside Service Managers; procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency

Essential Skills and Experience:

ITSM ServiceNow, Service Improvement Analyst

• Ability to Identify and remediate technical knowledge and/or training gaps
• Experience of producing Quick Guides, Hints & Tips sheets and keeping this information well maintained
• ServiceNow ITSM experience, configuring/administration/maintenance
• Good experience of JavaScript programming/scripting is required (a basic understanding of scripting and functions for ServiceNow backend)
• Good understanding of databases, queries.
• Good experience of data reporting and analysis.
• Additional experience in web development, HTML/CSS/Angular JS (basic knowledge to be able to develop Service Portal frontend widgets)
• Able to co-ordinate with stakeholders to gather requirements and present solutions
• Analysis of business processes and identify how technology can improve/automate the process
• Helps establish requirements for the implementation of changes in the business process
• Analyses causes of incidents and informs service owners in order to minimise probability of recurrence and contribute to service improvement
• Analysis of metrics and reports on performance of incident management process
• Competent in ITIL methodologies
• Able to present at a senior level
• Clear and concise communication / written and verbal
• Relationship management with key stakeholders

Key Words

ITSM, service management, service improvement, ServiceNow, change, continuous improvement, ITIL, metrics, service delivery, JavaScript, html, CSS, Performance