Job Description

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Job Summary

The IT Process Specialist is responsible for maintaining, monitoring, and continuously improving IT processes managed within the ServiceNow platform.

The role focuses on ensuring that established processes are consistently followed, information is accurately maintained, and opportunities for process improvements are identified and implemented.

The IT Process Specialist will support demand management, project governance, resource planning, quality assurance, and performance reporting activities, working closely with IT stakeholders, project managers, Finance, and the ServiceNow support team.

The position will also serve as a key point of contact for ServiceNow process-related questions, providing guidance, maintaining process documentation, and supporting the effective adoption of new and updated procedures.

Main Duties & Responsibilities

• IT Process Management & Improvement: Maintain, review, and continuously improve existing IT processes within ServiceNow, ensuring they remain effective, documented, and aligned with operational requirements. Support the development and implementation of new processes and workflows where required.
• Demand Management: Review and monitor demands in ServiceNow to ensure completeness, accuracy, and compliance with established procedures, following up with stakeholders to resolve discrepancies and improve demand management practices.
• Project Quality Assurance: Conduct monthly project QA reviews to ensure project records are accurate, complete, and compliant with governance requirements, tracking findings and coordinating corrective actions with project managers.
• Resource Planning: Maintain and monitor resource plans within ServiceNow, working with project managers and resource owners to ensure accurate allocations, up-to-date information, and visibility of resource capacity.
• Dashboards & KPI Reporting: Develop, maintain, and enhance ServiceNow dashboards, KPIs, and operational reports to provide accurate insights into demand management, project performance, resource planning, and process compliance.
• Financial Data Tracking: Collaborate with Finance and IT stakeholders to ensure demands and projects are accurately tracked, financial information is correctly maintained, and discrepancies are identified and resolved.
• Process Documentation & Knowledge Management: Create, update, and maintain process documentation, standard operating procedures, user guides, and ServiceNow knowledge base articles to ensure procedures are clearly defined and accessible.
• Training, Communication & User Support: Act as a key point of contact for ServiceNow process-related questions, providing guidance, training, and communications on new or updated processes to support consistent understanding and adoption.
• Process Compliance & Continuous Improvement: Monitor adherence to established IT processes, identify recurring compliance issues, and coordinate corrective actions with relevant stakeholders. Support the standardization of processes and ensure approved changes are consistently implemented across IT teams.

Core Competencies and Requirements

Education

• Bachelor’s degree in information technology, Business Administration, Information Systems, or a related field, or equivalent professional experience.

Work Experience

• Minimum 3 years of relevant experience in IT process management, IT governance, or IT service management.
• Hands-on experience with ServiceNow, preferably including Demand Management, Project Management, Resource Management, and Strategic Portfolio Management (SPM).
• Proven experience in process improvement, quality assurance, data validation, and maintaining process documentation and procedures.
• Experience developing and maintaining dashboards, KPIs, and operational reports, with demonstrated ability to collaborate with cross-functional teams, including IT, Project Management, and Finance

Technical / Language Skills

• Technical & Analytical Skills: Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, with experience in data analysis, KPI reporting, process documentation, and workflow optimization.
• Language & Communication Skills: Excellent written and verbal communication skills in English, with the ability to develop clear process documentation, deliver training, and communicate effectively with global stakeholders. Additional languages are an advantage.
• Certifications: ITIL Foundation, ServiceNow, or project management certifications (e.g., PRINCE2 or PMP) are considered an advantage.

Required Core Competencies

• Analytical & Problem-Solving Skills: Ability to analyze processes, identify inefficiencies, assess data quality, and recommend practical improvements.
• Attention to Detail & Quality Focus: Strong focus on accuracy, completeness, and compliance with established processes, standards, and governance requirements.
• Planning & Organizational Skills: Ability to manage multiple priorities, meet deadlines, and independently coordinate recurring activities such as quality assurance reviews, reporting, and resource planning.
• Communication & Stakeholder Management: Strong interpersonal and communication skills, with the ability to collaborate across teams, provide guidance, and explain processes clearly to stakeholders.
• Continuous Improvement & Accountability: Proactive approach to identifying improvement opportunities, taking ownership of assigned responsibilities, and ensuring timely implementation of corrective actions.

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