Service Request Management Analyst

Our client is currently seeking a Service Request Management Analyst with Employee Center experience.

This is a contract-to-hire opportunity that is hybrid to downtown Chicago.

RESPONSIBILITIES :

• Review and streamline the existing Service Request catalog
• Develop and implement ServiceNow Employee Center utilizing the streamlined catalog
• Manage the IT Service Management Knowledge and Service Request processes with focus on effectiveness, efficiency, and responsiveness to customer issues/requests or operational issues while ensuring adherence to policies, procedures, and controls
• Provide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) on the Service Request process to ensure ongoing process compliance and adherence to controls
• Consult with SROs to improve the Service Request Catalog / Service Portal / Employee Center
• Consult with SROs on applicable procedures, job aids, process flows, and controls that support Service Request and Knowledge Management processes

QUALIFICATIONS:

• Experience with ServiceNow (required)
• Experience with ServiceNow Employee Center Unified Portal (required)