ITSM Analyst

As an ITSM Analyst at Generix Group, you'll be responsible for monitoring and troubleshooting ServiceNow environments, managing user permissions, performing platform updates, and acting as a subject matter expert for stakeholders. Your role will also involve configuring integrations with third-party systems and documenting project-related configurations, ensuring smooth project deployment and operational efficiency.

To join Generix Group as an ITSM Analyst, candidates should hold a Level 4/5 in Computer Science or a related field. A degree in Information Technology or Mathematics is advantageous. Additionally, you should have at least two years of experience in ServiceNow Platform Administration, and certifications in ServiceNow System Administration or ITIL 4.0 would be preferred.

Successful ITSM Analysts at Generix Group exhibit strong problem-solving skills and a customer-centric approach. Proficiency in ServiceNow administration, collaboration, and excellent communication skills in both French and English are crucial. You should also be adept at evaluating emerging ServiceNow features and proposing enhancements that align with organizational goals.

Generix Group offers a thriving work environment located at Centro Empresarial Lionesa, characterized by collaborative spirit and an inclusive culture. With a hybrid working policy, you can balance your work between home and the office, ensuring flexibility while enjoying excellent compensation and work conditions.

To apply for the ITSM Analyst position at Generix Group, interested candidates should visit our website and submit their application along with a CV highlighting their relevant experience and qualifications. We encourage candidates with disabilities to apply, as we are committed to creating an inclusive workplace.

When discussing your experience with ServiceNow, focus on specific tasks you've undertaken, like platform administration, user management, and integration projects. Highlight any successful implementations or improvements you've made to the system, and be prepared to discuss the outcomes of your actions.

In answering this question, emphasize your systematic approach to problem-solving. Discuss how you identify issues, gather data, and communicate with stakeholders. Provide an example of a complex problem you resolved, detailing the steps you took and the final solution you implemented.

For this question, mention regular platform updates, user access management, and compliance checks as key strategies. Talk about your experience with audits or compliance assessments and how your actions have ensured system integrity and data protection.

Describe a specific project where you configured or maintained integrations with third-party systems. Focus on challenges faced, your approach to ensure data integrity, and the impact of these integrations on project success or operational efficiency.

Discuss your familiarity with ITIL frameworks and how you've applied them in your past roles. Provide examples of ITIL processes you've implemented, like change management or incident management, and the outcomes achieved through these best practices.

You should mention following ServiceNow community updates, attending webinars, and participating in relevant online courses or forums. Sharing a recent feature you've recently learned about and how you plan to implement it in your role can demonstrate your proactive learning approach.

Discuss the importance of user roles in maintaining system security and user experience. Explain your methodology for managing user access, including regular reviews and updates based on changing project needs or organizational policies.

Emphasize the importance of thorough documentation across projects. Discuss how you document configurations, customizations, and lessons learned, and provide examples of how this practice has benefitted your team in future implementations or issue resolutions.

Highlight qualities such as strong analytical skills, effective communication, and the ability to work collaboratively. Discuss how an effective ITSM Analyst not only addresses technical aspects but also builds relationships with stakeholders to ensure a customer-oriented approach.

Address this by emphasizing conflict resolution skills. Discuss how you would actively listen to their concerns, provide data-driven insights to support your position, and seek a collaborative solution that aligns with project goals and stakeholder needs.