ServiceNow IT Process Optimizer – Governance & Analytics

2021 Gategroup Services Belgrade; Madrid; On-site; EUR 50,000 - 80,000; Full time

Job summary

Unknown is seeking an IT Process Specialist to maintain, monitor, and continuously improve IT processes in ServiceNow. You will support demand management, project governance, resource planning, and KPI reporting while partnering with IT, Project Management, and Finance.

The role also involves creating process documentation, providing training, and ensuring process compliance across teams. A strong analytical mindset and English communication are essential.

Qualifications

• Bachelor's degree in information technology, business administration, information systems, or related field.
• Minimum 3 years of IT process management, IT governance, or IT service management.
• Hands-on experience with ServiceNow, including Demand Management, Project Management, Resource Management, and SPM.
• Experience developing dashboards, KPIs, and operational reports.
• ITIL Foundation, ServiceNow, or PRINCE2/PMP certifications are an advantage.

Responsibilities

• Maintain, review, and improve IT processes within ServiceNow, ensuring documentation and governance alignment.
• Review and monitor demands in ServiceNow for accuracy and compliance; drive improvements.
• Conduct monthly project QA reviews; track findings and coordinate corrective actions.
• Maintain and monitor resource plans in ServiceNow with project managers and owners.
• Develop and enhance ServiceNow dashboards, KPIs, and reports for demand, project performance, and resources.
• Collaborate with Finance and IT stakeholders to track demands and projects and resolve discrepancies.
• Create, update, and maintain process documentation, SOPs, user guides, and knowledge base articles.
• Provide training and communications on new or updated processes to ensure adoption.

Skills

Analytical & problem-solving

Attention to detail

Planning & organizational skills

Communication & stakeholder management

Continuous improvement & ownership

Education

Bachelor’s degree in IT / Info Systems

Tools

ServiceNow

Excel

PowerPoint

Job description

Unknown is seeking an IT Process Specialist to maintain, monitor, and continuously improve IT processes in ServiceNow. You will support demand management, project governance, resource planning, and KPI reporting while partnering with IT, Project Management, and Finance.

The role also involves creating process documentation, providing training, and ensuring process compliance across teams. A strong analytical mindset and English communication are essential.