Jr. ServiceNow Operations Analyst

The Junior SIAM Operations Analyst assists in the daily monitoring, governance, and reporting of IT services across a multi-vendor ecosystem. They help maintain the CMDB (Configuration Management Database), track vendor performance, handle incident escalation, and support continuous improvement initiatives to enhance service quality. [1]

Key Responsibilities

Vendor Governance Support: Monitor vendor performance against contractual SLAs and KPIs, alerting senior staff to potential breaches.Incident & Problem Management: Assist in tracking major incidents and identifying recurring issues (root cause analysis) in a multi-vendor landscape.Reporting and Analysis: Generate weekly/monthly performance reports, dashboards, and operational insights for leadership review.CMDB & Knowledge Management: Maintain accurate Configuration Management Database (CMDB) records to ensure precise asset tracking and impact analysis.Process Improvement: Identify gaps in current processes and assist in implementing ITIL best practices within the SIAM framework.Cross-functional Coordination: Liaise between internal IT teams, business units, and third-party vendors to resolve operational issues. [1, 2]

Required Qualifications

Education: Bachelor’s degree in IT, Computer Science, or a related field.Experience: 1–5 years of experience in IT Service Operations, ITIL, or Service Desk.Certifications: ITIL v3 or ITIL v4 Foundation Certification is highly preferred.Tools: Familiarity with ITSM tools such as ServiceNow or BMC Remedy.Skills: Strong understanding of SIAM frameworks, analytical skills, excellent communication, and proficiency in MS Office (especially Excel).US Citizenship with ability to obtain Secret Clearance.