Service Management Analyst (London)

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:

• Develop, configure, and maintain custom applications, service offerings, catalogue items and flow designer-built workflows, within the ServiceNow platform.
• Develop, in a phased approach, a robust asset and configuration management process, utilising ServiceNow as the CMDB, ensuring compliance and promoting its use across the organization.
• Populate the CMDB using a mix of automatic discovery, manual service mapping and third-party toolset integration to ensure that the data held is complete and accurate.
• Conduct regular CMDB data quality audits: raising data quality issues with Data/Service Owners as appropriate.
• Collaborate with stakeholders to gather requirements and translate them into technical specifications.
• Support the implementation and continuous improvement of ServiceNow apps and ITSM processes.
• Prepare and present reports and dashboards to management and other stakeholders.
• Work closely with cross-functional teams, including technology operations, security, and business units, to ensure alignment and effective service delivery.
• Work closely with Service Management functions including Change, Incident and Problem Management.

What you will bring:

Essential Criteria:

• 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.

Please apply with your CV by 11:59pm on Sunday 13th July. 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.

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

Hybrid working: 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 practice 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.