IT Service Management Platform Analyst

This role is responsible for managing and improving the service management platforms, workflows, supporting service catalogue and service portal development, overseeing vendor management, and ensuring the optimization of service management processes across the organization. This role requires a deep understanding of IT service management processes, with expertise in developing and configuring platforms such as ServiceNow.Platform Development & ConfigurationLead the development and enhancement of IT Service Management platform to improve service delivery and user experience.Design and develop service catalogues, service portals, and knowledge management systems.Ensure that service requests, incidents, and changes are managed effectively through the platforms.Develop, configure, and maintain platform integrations, workflows, and automation in alignment with business needs.Vendor ManagementManage relationships with external vendors and service providers to ensure service delivery meets agreed-upon SLAs.Collaborate with vendors to ensure smooth platform updates, system integrations, and troubleshooting.Oversee and report on vendor performance, contract renewals, and service delivery metrics.Process ImprovementIdentify opportunities for process optimization and automation within the service management platforms.Ensure compliance with ITIL practices and service management standards.Assist in gathering and analyzing data to drive continual service improvement.Service Catalogue & Service Portal DevelopmentCollaborate with business stakeholders to gather requirements for service catalogue items and portal functionalities.Design and implement new catalogue items and streamline workflows for user requests.Create user-friendly and intuitive service portal experiences to improve user engagement and satisfaction.Collaboration & SupportWork closely with cross-functional teams including IT, operations, and business units to deliver service management solutions.Provide training and support to internal users on how to effectively use the service management platform and related service management tools.Troubleshoot and resolve platform-related issues, working with internal teams or vendors to deliver timely solutions.