Business Systems Analyst - ServiceNow

Advancing careers. Advancing everyday life.

Glencore is committed to providing an environment that adheres to the Respect at Work Legislation.

ServiceNow Business Systems Analyst will support the Business by:

• Responsible for the support and administration of ServiceNow, managed and supported by IT&S.

• Provide support to all users of ServiceNow, including the IT&S Team and other business support teams

• Monitor and maintain performance of the ServiceNow and any dependent applications, services and integrations

• Develop and maintain technical documentation for the applications as mentioned above

• Ensure requirements for ServiceNow platform enhancements and service management processes are accurately captured, communicated and delivered

• Act as a critical liaison between business stakeholders, the IT&S Team and the IT&S ServiceNow development team

• Identify opportunities for process improvements and automation within the IT Service Management lifecycle using ServiceNow

• Driving agreed roadmap, initiatives and projects to achieve the set objectives

• Technology lead for ServiceNow initiatives

• Be the voice for driving innovations

Qualifications and Experience:

Essential:

• Proven experience as a Business Analyst in IT service management, preferably with hands-on experience in ServiceNow implementations or support

• Strong understanding of ITIL framework and IT service management processes

• Excellent analytical, problem-solving, and communication skills

• Experience with process mapping and workflow documentation tools.

• Ability to translate complex business needs into clear functional requirements.

• Familiarity with ServiceNow modules such as Incident Management, Change Management, Problem Management, Asset Management, or CMDB is required

• Manages time and personal schedule to achieve objectives

• Adapts to tight deadlines and pressure situations

• Identifies opportunities for improving business processes

• Determines what needs to be done and initiates appropriate action

• Demonstrated experience in managing stakeholders – both internal and external

• Ability to develop relationships within all levels of the organisation

• Well-developed organisational, interpersonal and communication skills

• Project management and problem-solving skills

• Solutions & value focussed

• Seeks out challenges and is self-motivated to improve skills

• Thrives on being part of a dynamic team and delivering solutions

• Tertiary qualification in IT/IS

Desirable:

• Experience with Agile or Scrum methodologies

• Mining industry experience

Skills and Abilities:

• ServiceNow modules: Incident, Request, Change, Problem, Asset and CMDB

• "Automation First" mindset

• Process Improvement orientation

• Efficient communicator to all levels

• Collaboration and Teamwork

• Attention to detail

• Adaptability and Flexibility

Glencore provides unrivalled career and development prospects, great communities and the opportunity to work with leaders in your field.