IT Process Specialist (ServiceNow)

About the role

The IT Process Specialist maintains, monitors and continuously improves IT processes managed in the ServiceNow platform. The role ensures processes are followed, information is accurate and improvement opportunities are acted on, supporting demand management, project governance, resource planning, quality assurance and performance reporting. It works closely with IT stakeholders, project managers, Finance and the ServiceNow support team, 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, following up with stakeholders
• Conduct monthly project QA reviews and coordinate corrective actions with project managers
• Maintain and monitor 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 experience
• Minimum 3 years of experience in IT process management, IT governance or IT service management
• Hands-on ServiceNow experience, 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
• English written and spoken; additional languages are an advantage
• ITIL, ServiceNow or project management certifications (PRINCE2, PMP) are an advantage

Required skills

• Microsoft Office, especially Excel and PowerPoint, with data analysis and KPI reporting
• Analytical, problem-solving and attention to detail
• Planning, organization and stakeholder communication