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- Tasks: Join our team to optimise service delivery and enhance operational efficiency using ServiceNow.
- Company: Penguin Random House UK is a leading publisher known for innovation and collaboration.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, and a vibrant office culture.
- Why this job: Be part of a dynamic team that values flexibility, accountability, and personal ownership.
- Qualifications: Experience with ServiceNow and a solid understanding of Service Management processes are essential.
- Other info: Apply by 11:59pm on Sunday 13th July for a chance to join us soon!
The predicted salary is between 42000 - 58000 £ per year.
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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:
- 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:
- 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 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.
Circa £50,000 dependent on how your skills and experience align to the role, plus bonus and benefits.
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.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Book and Periodical Publishing
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Service Management Analyst (London) employer: Penguin Random House UK
Contact Detail:
Penguin Random House UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Management Analyst (London)
✨Tip Number 1
Familiarise yourself with the ServiceNow platform, especially its ITSM, ITAM, and CMDB functionalities. Understanding these areas will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Penguin Random House UK on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've optimised service delivery in previous roles. Highlighting your hands-on experience with ServiceNow development and asset management processes will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in service management and technology. Being knowledgeable about industry best practices will show your commitment to continuous improvement and your ability to contribute to the team effectively.
We think you need these skills to ace Service Management Analyst (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ServiceNow development and Service Management processes. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for optimising service delivery and operational efficiency. Mention specific experiences that align with the responsibilities outlined in the job description.
Showcase Technical Skills: Emphasise your hands-on experience with ServiceNow, particularly in ITSM, ITAM, and CMDB. Provide examples of how you've successfully developed or configured applications and workflows.
Highlight Collaboration Experience: Discuss your experience working with cross-functional teams and stakeholders. Provide examples of how you gathered requirements and translated them into technical specifications, as this is crucial for the role.
How to prepare for a job interview at Penguin Random House UK
✨Know Your ServiceNow Inside Out
Make sure you have a solid understanding of ServiceNow, especially its ITSM, ITAM, and CMDB functionalities. Be prepared to discuss your hands-on experience with developing and configuring applications on the platform.
✨Demonstrate Your Process Knowledge
Familiarise yourself with key Service Management processes, particularly Asset and Configuration Management. Be ready to explain how you've applied these processes in previous roles and how they can enhance operational efficiency.
✨Prepare for Technical Questions
Expect technical questions related to ServiceNow development and integration with third-party tools. Brush up on your knowledge of tools like SNOW Atlas and SPLUNK, and be ready to discuss any relevant projects you've worked on.
✨Showcase Your Collaboration Skills
Since the role involves working closely with cross-functional teams, prepare examples that highlight your ability to collaborate effectively. Discuss how you've gathered requirements from stakeholders and translated them into technical specifications.
