Service Now Managed Service Analyst

MindMatch Consulting; Cape Town; On-site; ZAR 600,000 - 750,000; Full time

Job summary

A consulting firm in Cape Town is looking for a ServiceNow Managed Services Analyst to maintain the health and performance of their ServiceNow platform. The role involves monitoring, issue resolution, and supporting enhancements. Ideal candidates will have ServiceNow administration experience and an understanding of ITSM modules like Incident and Change. This position provides excellent opportunities for technical development.

Qualifications

• Hands-on experience with ServiceNow administration or support.
• Understanding of ServiceNow ITSM modules (Incident, Problem, Change, CMDB).
• Knowledge of CMDB structure, data quality, and CSDM framework.
• Familiarity with ITIL processes and IT service management.

Responsibilities

• Perform daily platform monitoring, health checks, and performance reviews.
• Deliver patching, plugin updates, and security reviews.
• Investigate and resolve incidents, defects, and platform errors.
• Support CMDB inspections, contributing to data quality and alignment with CSDM standards.

Skills

ServiceNow administration

Problem-solving

Team collaboration

Attention to detail

Education

ServiceNow Certified System Administrator (CSA)

Job description

We are looking for a ServiceNow Managed Services Analyst, you will play a key role in maintaining the health, performance, and security of our ServiceNow platform.

You will carry out daily monitoring, resolve issues, support continuous improvement initiatives, and contribute to the optimisation of data, licenses, and features.

This role offers excellent opportunities for technical development and exposure to a broad range of ServiceNow capabilities.

Responsibilities

• Perform daily platform monitoring, health checks, and performance reviews.
• Deliver patching, plugin updates, and security reviews.
• Investigate and resolve incidents, defects, and platform errors.
• Support CMDB inspections, contributing to data quality and alignment with CSDM standards.
• Track and report on license consumption, highlighting optimisation opportunities.
• Contribute to the delivery of enhancements and backlog items for continuous improvement.
• Assist with governance and compliance activities, including MFA, access controls, and audit readiness.
• Research new ServiceNow features and modules, preparing recommendations for review.
• Support testing, documentation, and knowledge transfer as part of platform enhancements.
• Execute defined testing steps as part of UAT, and defect resolution, documenting results clearly.

Qualifications

• Hands-on experience with ServiceNow administration or support.
• Understanding of ServiceNow ITSM modules (Incident, Problem, Change, CMDB).
• Knowledge of CMDB structure, data quality, and the CSDM framework.
• Familiarity with ITIL processes and IT service management.
• Strong problem-solving skills with attention to detail.
• Ability to work collaboratively in a team environment.
• ServiceNow Certified System Administrator (CSA) or working towards it.