Senior Information Security Analyst responsible for ITSM and security assessment for Capco's clients. Collaborating on ServiceNow improvements and managing security controls.
About the role
- ITSM Developer managing and optimizing the ServiceNow platform for Bird Construction. Collaborating with teams to ensure efficient IT service delivery and system performance.
Responsibilities
- Manage and configure the ServiceNow platform, including modules, workflows, forms, and integrations
- Collaborate with stakeholders to gather requirements and implement customizations and enhancements
- Maintain system availability, performance, and security through routine maintenance and upgrades
- Monitor system usage, troubleshoot issues, and resolve incidents and service requests related to ServiceNow
- Maintain and enhance our dashboard capabilities
- Understand the various requests and incidents we typically receive and ensure ServiceNow is properly configured to support this work
- Maintain and update our end user surveys module of ServiceNow
- Contribute to knowledge base articles and user documentation to enhance self-service capabilities
- Manage the configuration management database (CMDB) within ServiceNow
- Identify opportunities for process improvements within ServiceNow
- Conduct regular assessments and audits to ensure compliance with ITIL best practices and internal policies
- Develop training materials and conduct training sessions for end-users
- Provide guidance and support to users on ServiceNow features, functionality, and best practices
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- Solid experience in ServiceNow administration, including configuration, customization, and module management
- Knowledge of IT service management (ITSM) processes, particularly incident management, request fulfillment, and problem management
- Familiarity with ITIL framework and best practices
- Strong troubleshooting and problem-solving skills
- Excellent communication skills and the ability to interact effectively with end-users and stakeholders
- Service Desk experience and proficiency in handling technical support tickets is preferred
- ServiceNow certifications (such as Certified System Administrator) are a plus
Benefits
- Health insurance
- Flexible work arrangements
- Professional development
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