ITSM Analyst - job 1 of 2

As an ITSM Analyst at Generix Group, your primary responsibilities will involve monitoring and troubleshooting the performance of our ServiceNow environments, ensuring their availability and peak performance. You will manage user access and implement regular platform updates while acting as a subject matter expert for stakeholders. This role will have you configuring integrations with third-party systems and assisting in project deployments, ensuring best practices are documented for future reference.

To be considered for the ITSM Analyst position at Generix Group, candidates should possess a Level 4/5 qualification in Computer Science, Electronic, or a related field. While a degree in Information Technology or Mathematics is beneficial, at least one year of experience in ServiceNow Platform Administration is essential. Certifications in ServiceNow System Administration (CSA) or ITIL 4.0 are a plus, as well as a strong command of English.

Generix Group is committed to the professional development of its employees, including ITSM Analysts. By continuously evaluating emerging features in the ServiceNow platform, we empower our analysts to propose and implement enhancements aligned with organizational goals. You will also have opportunities for training and certification in relevant technologies, fostering an environment where personal and professional growth is prioritized.

An ITSM Analyst at Generix Group will enjoy an excellent work environment characterized by collaboration and innovation. Located in the vibrant Centro Empresarial Lionesa, you’ll benefit from a hybrid working policy that promotes work-life balance. We value diversity and equity in our culture, ensuring all positions are open to individuals with disabilities, contributing to a truly inclusive environment.

An ITSM Analyst at Generix Group can expect an attractive compensation package and excellent working conditions. Our hybrid working policy allows flexibility in work schedules, and we are dedicated to creating an inclusive workplace that values different perspectives. Additional benefits may include opportunities for professional training and certifications that will support your career advancement.

When answering this question, focus on specific projects or tasks you’ve completed involving ServiceNow. Highlight your understanding of platform capabilities, any configurations you've managed, and how your contributions improved service management efficiency.

Discuss specific processes and practices you follow to perform regular updates and patches. It's helpful to mention your approach to monitoring system performance and how you address any vulnerabilities promptly while adhering to compliance standards.

A solid response would include your systematic approach, from identifying the issue and analyzing logs to applying solutions. Emphasize critical thinking and technical skills that help you troubleshoot effectively.

Highlight your organization skills and the tools you use for documentation. Explain how thorough documentation contributes to team knowledge sharing and future project implementations, ensuring a seamless transition for colleagues.

Emphasize your understanding of role-based access controls and best practices for managing permissions. Discuss how this approach enhances security while ensuring users have the access they need for their roles.

Give specific examples of enhancements you've proposed in past roles. Focus on the impact these changes had on service delivery and stakeholder satisfaction, reinforcing your ability to drive improvements.

Discuss how you engage with the ServiceNow community, webinars, or learning resources. Showing your commitment to continuous learning can set you apart and demonstrate your proactive attitude toward adopting new technologies.

Speak about your prioritization techniques, such as using a matrix or collaborating with your team to determine critical tasks. Provide an example where you successfully managed conflict and met project deadlines.

Reflect on how ITSM Analysts facilitate digital transformation by implementing and optimizing ITSM tools like ServiceNow. Discuss the importance of aligning IT services with business objectives and how this drives value in the organization.

Tailor your answer to reflect your enthusiasm for the company's mission and culture. Connect your career aspirations with how you can contribute to Generix Group's innovative approach to supply chain solutions, emphasizing your interest in becoming a valuable team member.