Service Management Analyst

TN United Kingdom; London; Hybrid; GBP 50,000 - 58,000; Full time

Job summary

An established industry player is on the lookout for a dedicated Service Management Analyst to enhance operational efficiency. This role involves leveraging ServiceNow to improve service delivery standards and support the Service Management team. You will develop workflows and service offerings, collaborate with stakeholders, and ensure the accuracy of the Configuration Management Database (CMDB). Join a dynamic team that values flexibility and innovation, while making a significant impact on service excellence. If you are passionate about service management and eager to contribute to a collaborative environment, this opportunity is for you.

Qualifications

• Hands-on experience with ServiceNow development and ITSM processes.
• Strong knowledge of Asset and Configuration Management.

Responsibilities

• Develop service offerings and workflows within the ServiceNow platform.
• Gather requirements and translate them into technical specifications.
• Conduct regular CMDB data quality audits.

Skills

ServiceNow Development

Service Management Processes

Asset and Configuration Management

ITSM

Agile Methodologies

Tools

ServiceNow

SNOW Atlas

AssetTrack

Tenable

SPLUNK

Biz Design

Job description

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Are you passionate about optimising service delivery and enhancing operational efficiency?

We are seeking a dedicated and detail-oriented Service Management Analyst to join our dynamic Service Management team. The ideal candidate will have hands-on experience in ServiceNow development and a robust understanding of all Service Management processes, with a particular focus on Asset and Configuration Management.

In this role, you will support our wider Service Management and Technology teams, ensuring the effective use of ServiceNow to elevate our service delivery standards and drive operational excellence.

About our Technology function:

At Penguin Random House, our Technology team is the powerhouse of innovation and efficiency, delivering top-notch solutions with flair and finesse. We thrive on flexibility and agility, adapting to ensure our operations run seamlessly. Success is our mantra, driven by accountability and an enthusiastic embrace of change. Each team member brings a unique blend of skill and initiative, fostering a culture of unity and collaboration. Together, we take personal ownership of our roles, working hand-in-hand to exceed the expectations of our stakeholders who rely on us to deliver excellence every time.

Key responsibilities:

1. Develop service offerings, catalogue items, and workflows within the ServiceNow Sandbox platform for deployment by the Digital Workplace team.
2. Collaborate with Technology stakeholders to gather requirements and translate them into technical specifications.
3. Support the implementation and continuous improvement of ServiceNow apps and ITSM processes.
4. Prepare and present reports and dashboards to management and stakeholders.
5. Develop and implement a robust asset and configuration management process using ServiceNow as the CMDB.
6. Ensure the CMDB is populated accurately through automatic discovery, manual service mapping, and third-party tool integration.
7. Conduct regular CMDB data quality audits and address issues with Data and Service Owners.
8. Work closely with the ServiceNow Product Manager to prioritise the development backlog and roadmap, and collaborate with Service Management functions like Change, Incident, and Problem Management.

What you will bring:

• In-depth knowledge of Service Management Processes.
• Solid experience with ServiceNow including ITSM, ITAM & CMDB.
• Solid ServiceNow development experience including service offerings, catalogue items, and workflow using Flow Designer.

Preferred Criteria:

• Knowledge of the Common Service Data Model.
• Familiarity with Agile tools and methodologies.
• Experience integrating ServiceNow with third-party tools such as SNOW Atlas, AssetTrack, Tenable, SPLUNK, and Biz Design.

Application instructions

Please apply with your CV by 11:59pm on Thursday 10th April.

Please note we are looking for someone to join the team as soon as possible, but we are also happy to accommodate a reasonable notice period for the right candidate.

We anticipate a two-stage interview process which will include a virtual first-stage interview and in-person second stage interview. We are happy to discuss this further with you throughout the recruitment process.

Circa £50,000 dependent on how your skills and experience align to the role, plus bonus and benefits.

What you can expect from us

Our people are the heart of our business, and we work hard to support a culture of responsibility and recognition.

While our offices across the UK are places to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important.

Hybrid working is our current practise with time spent working from home and in our London office. Time required in the office will vary depending on projects and collaborative working sessions, and we are happy to discuss this during the interview process.

About Penguin

We’re the UK’s largest publisher; made up of some 2,000 people and publishing over 1,500 books each year. Our doors are open to all kinds of talent. In a constantly evolving industry, we work hard to stretch the definition of the word publisher. Here, you’ll work with a breadth of talent who all play their part to make each of our books a success. Together, we make books for everyone because a book can change anyone.

The recruitment process

You can read about our recruitment process at

As a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. The essential criteria for this role are listed as part of the ‘What you will bring’ section. There may be times when the volume of applications means we cannot take all eligible candidates to interview.

We encourage you to tell us about any reasonable adjustments you may need by emailing us. Remember, you only need to share what you are comfortable with for us to support your request.

Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.