IT Process Specialist

About the role

Gategroup is looking for an IT Process Specialist in Belgrade to maintain, monitor and continuously improve IT processes managed within the ServiceNow platform. The role ensures established processes are followed, information is accurate, and improvements are identified and implemented. It supports demand management, project governance, resource planning, quality assurance and performance reporting, and acts as a key point of contact for ServiceNow process questions.

Key responsibilities

• Maintain, review and improve IT processes in ServiceNow, and support new processes and workflows
• Review and monitor demands in ServiceNow for completeness, accuracy and compliance, resolving discrepancies with stakeholders
• Conduct monthly project QA reviews and coordinate corrective actions with project managers
• Maintain resource plans in ServiceNow with project managers and resource owners
• Develop and maintain ServiceNow dashboards, KPIs and operational reports
• Track financial data on demands and projects with Finance and IT stakeholders
• Create and maintain process documentation, SOPs, user guides and ServiceNow knowledge base articles
• Provide guidance, training and communication on new or updated processes
• Monitor process compliance and coordinate corrective actions

Required profile

• Bachelor's degree in IT, Business Administration, Information Systems or a related field, or equivalent professional experience
• Minimum 3 years of experience in IT process management, IT governance or IT service management
• Hands-on experience with ServiceNow, preferably Demand Management, Project Management, Resource Management and Strategic Portfolio Management (SPM)
• Experience in process improvement, quality assurance, data validation and process documentation
• Experience developing dashboards, KPIs and reports, collaborating with IT, project management and Finance
• Excellent written and spoken English; additional languages are an advantage

Required skills

• Proficiency in Microsoft Office, especially Excel and PowerPoint, with data analysis and KPI reporting
• Analytical, problem-solving and attention to detail
• Planning, organization and stakeholder communication skills
• Certifications such as ITIL Foundation, ServiceNow, PRINCE2 or PMP are an advantage