Systems Developer

Job Title: Enterprise Service Management Analyst
About the Role:
VANRATH is recruiting on behalf of a global leading law firm seeking an experienced Enterprise Service Management Analyst. The successful candidate will play a key role in managing and enhancing the firm’s Enterprise Service Management application, focusing on system analysis, process design, and development while ensuring operational efficiency. This role offers the opportunity to work in a dynamic and fast-paced environment, collaborating with cross-functional teams to support and improve service management processes, all while ensuring alignment with business needs and IT best practices.
Responsibilities:

• Analyse and develop processes for the Enterprise Service Management application, including testing and implementing approved applications and solutions.
• Identify and address system/application issues, designing effective solutions to maintain a reliable and sustainable application.
• Support the firm’s use of the Enterprise Service Management tool by analysing vendor-assisted solutions, enhancements, and customisation's.
• Communicate key technical and functional changes to stakeholders.
• Drive operational excellence by creating, implementing, and maturing processes and tools aligned with the ITIL framework.
• Oversee Continual Service Improvement (CSI) for Service Management processes, focusing on process optimisation, customer service strategy, and application enhancements.
• Ensure efficiency in work flows and analyse methods of approach based on end-user requests.
• Collaborate with cross-functional teams during development, testing, and implementation cycles of platform updates and enhancements.
• Participate in additional duties and projects as directed by the Service Management leadership team.
• Due to the global nature of the firm, the candidate must be flexible to work outside normal business hours to engage with teams across multiple time zones.

Skills and Experience:

• A Bachelor’s Degree in Information Technology or a related field, or equivalent work experience focused on web/application development.
• Extensive experience with ServiceNow and ServiceNow development; ServiceNow CSA and CIS-ITSM certifications are highly preferred.
• Experience in a legal environment is highly desirable.
• Strong understanding of ITIL/ITSM processes; ITIL Foundation certification is recommended.
• Expertise in application design, analysis, deployment, and support.
• Proficiency in JavaScript and inbound/outbound API integration.
• Experience with ServiceNow applications including ITBM, ITSM, ITOM, HRSD, and ITAM.
• Ability to work under tight deadlines with strong attention to detail and flexibility to explore alternative solutions.
• Excellent interpersonal and communication skills, with the ability to build relationships at all organizational levels and with external vendors.
• Strong analytical and problem-solving abilities.
• Experience working in a global setting is a plus.
• Ability to serve as a liaison between IT and the business, promoting best practices and effective processes.

Application Process:
If you are interested in this opportunity, please apply through VANRATH by submitting your resume. We look forward to hearing from you.
Job Title: Enterprise Service Management Analyst
About the Role:
VANRATH is recruiting on behalf of a global leading law firm seeking an experienced Enterprise Service Management Analyst. The successful candidate will play a key role in managing and enhancing the firm’s Enterprise Service Management application, focusing on system analysis, process design, and development while ensuring operational efficiency. This role offers the opportunity to work in a dynamic and fast-paced environment, collaborating with cross-functional teams to support and improve service management processes, all while ensuring alignment with business needs and IT best practices.
Responsibilities:

• Analyse and develop processes for the Enterprise Service Management application, including testing and implementing approved applications and solutions.
• Identify and address system/application issues, designing effective solutions to maintain a reliable and sustainable application.
• Support the firm’s use of the Enterprise Service Management tool by analysing vendor-assisted solutions, enhancements, and customisation's.
• Communicate key technical and functional changes to stakeholders.
• Drive operational excellence by creating, implementing, and maturing processes and tools aligned with the ITIL framework.
• Oversee Continual Service Improvement (CSI) for Service Management processes, focusing on process optimisation, customer service strategy, and application enhancements.
• Ensure efficiency in workflows and analyse methods of approach based on end-user requests.
• Collaborate with cross-functional teams during development, testing, and implementation cycles of platform updates and enhancements.
• Participate in additional duties and projects as directed by the Service Management leadership team.
• Due to the global nature of the firm, the candidate must be flexible to work outside normal business hours to engage with teams across multiple time zones.

Skills and Experience:

• A Bachelor’s Degree in Information Technology or a related field, or equivalent work experience focused on web/application development.
• Extensive experience with ServiceNow and ServiceNow development; ServiceNow CSA and CIS-ITSM certifications are highly preferred.
• Experience in a legal environment is highly desirable.
• Strong understanding of ITIL/ITSM processes; ITIL Foundation certification is recommended.
• Expertise in application design, analysis, deployment, and support.
• Proficiency in JavaScript and inbound/outbound API integration.
• Experience with ServiceNow applications including ITBM, ITSM, ITOM, HRSD, and ITAM.
• Ability to work under tight deadlines with strong attention to detail and flexibility to explore alternative solutions.
• Excellent interpersonal and communication skills, with the ability to build relationships at all organizational levels and with external vendors.
• Strong analytical and problem-solving abilities.
• Experience working in a global setting is a plus.
• Ability to serve as a liaison between IT and the business, promoting best practices and effective processes.

Application Process:
If you are interested in this opportunity, please apply through VANRATH by submitting your resume. We look forward to hearing from you.