ServiceNow Service Request Process Analyst

Why are you looking for a job?

If your answer ticks all the boxes, this could be the start of a great collaboration.

• You have a curious mind - You won't understand what we're talking about if you don't 🤔
• You want to learn more around technology - You won't survive if you don't 😱
• You want to make the world a bit better 😇

We happen to be just like that as well. We like hacking things here and there (you included) and create scalable solutions that bring value to the world.

SquareDev? 🐿️

We use state-of-the-art technology to build solutions for our customers and our partners' customers. We make sure we stay best-in-class by participating in research projects across Europe, collaborating with top universities and enterprises on AI, Data, and Cloud.

About QnR Group

SquareDev is a member of the QnR Group, a leading technology organization specializing in end-to-end custom software solutions, Artificial Intelligence, Cybersecurity, SAP S/4HANA, SAP Business One, ServiceNow, and FinTech solutions.

As part of QnR Group's ongoing expansion — both in Greece and internationally — we are continuously hiring across a wide range of tech roles. Successful candidates may be hired by QnR Group, or another company within the Group, depending on the role and project.

Role overview

We are looking for a ServiceNow Service Request Process Analyst to join one of our public sector clients based in Warsaw. You'll be the person who makes the service request experience work: reviewing, improving and building the templates and workflows that IT users interact with every day.

Requirements

The ideal candidate will be responsible for:

• Reviewing the IT Service Catalogue and request backlog to identify templates to create, update, or retire.
• Analysing current front-end and back-end request handling processes and proposing improvements.
• Defining Service Request Template requirements — attributes, integrations, workflows, and approvals.
• Working with the development team to implement new or updated templates.
• Testing developed templates to ensure they work as intended.
• Identifying opportunities for optimisation and automation.
• Preparing pre- and post-implementation documentation.
• Communicating improvements to end users and support teams, driving a positive service experience.

To excel in this role, you'll need:

• At least 5+ years of IT experience and 2+ years in a similar process analyst role.
• Bachelor's degree in Computer Science, Information Systems or a related field.
• Strong practical experience with ServiceNow business analysis.
• Proven ability to document user stories, workflows, and translate business requirements into technical specifications and use cases.
• Solid understanding of IT Service Management concepts, service catalogues, and IT service lifecycles.
• Experience testing implemented solutions in ITSM environments.
• Understanding of complex information systems and their interoperability.
• Excellent organisational skills, attention to detail, and ability to work independently under pressure.
• A proactive, service-oriented mindset with strong communication skills across technical and non-technical audiences
• English C1 level certification or higher.
  

Nice to have:

• Prior experience in end-user support.
• Familiarity with automation opportunities within ServiceNow workflows.