Service Desk Analyst

Job Title: ITSM and ServiceNow Analyst – EMEA (2-Year Fixed Term Contract)

Location: Hatfield (Hybrid Working Available)

Contract Type: Fixed Term (2 Years), Full-Time

Are you passionate about IT Service Management and ServiceNow? Do you thrive in a collaborative, patient-focused environment? We’re looking for an experienced ITSM and ServiceNow Analyst to join my client on a 2-year fixed-term contract.

About the Role

As the ITSM and ServiceNow Analyst, you will act as the primary point of contact for the support and delivery of the ServiceNow platform across the EMEA region. You’ll work closely with internal stakeholders and a third-party development partner to ensure the platform is optimized, scalable, and aligned with ITSM best practices.

Key Responsibilities

• Serve as the subject matter expert for the ServiceNow platform.
• Ensure efficient delivery and support of ServiceNow capabilities in line with SLAs.
• Collaborate with internal teams and external partners to implement and enhance ITSM, ITOM, and other ServiceNow modules.
• Provide consultative guidance on ITSM frameworks and ServiceNow best practices.
• Support platform upgrades and continuous improvement initiatives.

What We’re Looking For

• Degree qualified (desirable).
• ServiceNow certifications (required).
• Advanced ITIL certification (preferred).
• Strong understanding of ITSM frameworks and IT support environments.
• Hands-on experience with ServiceNow development and module implementation (ITSM, ITOM; ITBM, CSM, HR a plus).
• Experience working with external service providers and managing stakeholder relationships.
• Familiarity with project management methodologies.

What’s in It for You

• Competitive salary and bonus
• Hybrid working model
• Free onsite parking and electric vehicle charging points
• Subsidised onsite restaurant and coffee shop
• Learning and development opportunities
• Retail discounts and well-being programmes
• Multi-faith prayer room
• A collaborative and inclusive working environment