IT Service Now Analyst

Job Description

Job Title:                    IT ServiceNow Analyst

Department:              IT

Reports To:               IT Service Delivery Team Lead

Start Date:                ASAP

Rate:                          Competitive (based on experience)

Work location:        Dublin, Ireland

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Ornua is a dairy co-operative which sells dairy products on behalf of its members, Ireland’s dairy processors and, in turn, Irish dairy farmers. It is Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, Ornua has annualised sales of over €3.5 billion and a global team of 3,000 employees.

Ornua is structured across two divisions: Ornua Foods and Ornua Ingredients. We operate from 10 business units worldwide, including 16 production facilities, and have sales and marketing teams working in-market across the globe in Africa, Asia, Germany, Ireland, the Middle East, Spain, the UK, and the US.

 You may know us by our brands Kerrygold, Dubliner, Pilgrim’s Choice, Avantage, Forto, and BEO.

Ornua’s Values

At Ornua, our Values lie at the core of everything that we do and how we behave both individually and as a business. Our five values, and their underlying behaviours, encourage us to Seek and Embrace New Ideas, Make It Happen, Be Our True Selves, Show You Care and Achieve Great Things Together.

Ornua’s Growth

 At Ornua, our co-operative ethos lies at the heart of how we do business. We care passionately about driving sustainable, profitable growth, underpinned by our ambitious ‘Path to Prosper’ strategy. We have delivered significant growth in our core business, and we have ambitious plans for continued growth over the next five years.

Job Summary

Ornua is seeking an experienced ServiceNow Engineer to maintain, support and implementation of ServiceNow ITSM enhancements and integrations. This is a strategic role focused on delivering a robust, scalable, and efficient ServiceNow platform tailored to Ornua’s operational needs. The engineer will work closely with internal stakeholders, external partners, and technical teams to ensure continued service, deployment and adoption.

The ideal candidate will have prior experience with ServiceNow implementation and platform updates, a strong understanding of ServiceNow capabilities, modules, and functionalities, and familiarity with ITIL V3/V4. They should have a solid background in IT Service Management (ITSM) and experience with the ServiceNow platform. This role involves analysing business processes, configuring the ServiceNow platform, working knowledge of CMDB, CSDM, ITOM etc and collaborating with various stakeholders to optimize IT workflows and drive strategic decisions.

Key Areas of Responsibility:

• Understand business needs: Analyse and define priorities within both business and technical contexts. Create detailed functional and technical specifications and maintain comprehensive documentation for all configured processes.
• Communicate effectively: Regularly update stakeholders on request statuses and timelines. Collaborate with project teams to design appropriate process solutions, develop project schedules, reports, and documentation.
• Lead the end-to-end implementation of ServiceNow modules (ITSM, ITOM, CMDB, CSDM etc.)
• Collaborate with business units to gather requirements and translate them into technical solutions.
• Configure and customise ServiceNow applications and workflows.
• Provide expert guidance on ServiceNow best practices, architecture, and integration strategies.
• Conduct workshops, training sessions, and documentation for internal teams.
• Ensure alignment with Ornua’s security, compliance, and infrastructure standards.
• Troubleshoot and resolve issues during implementation and post-deployment.
• Support change management and user adoption initiatives.
• Manage platform upgrade efforts, including rigorous testing. Train other IT Service Delivery team members to serve as backups.
• Define and implement a continuous improvement lifecycle to ensure processes and record producers are regularly reviewed and optimized. Manage and communicate ServiceNow release schedules.
• Create and maintain detailed issue logs. Develop use cases, process diagrams, and requirements documentation. Perform gap analyses and recommend improvements to existing processes.
• Learn and apply best practices for ServiceNow development, security, and performance optimization. Provide support and troubleshooting for ServiceNow-related issues.
• Share knowledge within and outside your team through presentations, coaching sessions, and other practices.
• Key Competencies:
  • Strategic mindset with excellent problem-solving skills.
  • Strong communicator with effective stakeholder management.
  • Ability to lead Tech Support team and mentor across disciplines.
  • Skilled in translating architecture into actionable implementation.

Key Skills & Requirements:

• Bachelor’s degree in computer science or equivalent work experience.
• 8+ years of IT experience, including 5+ years of hands-on experience with ServiceNow platform implementations.
• Strong understanding of ServiceNow platform capabilities, modules, and functionalities, including ITSM, ITOM, CMDB, CSDM etc.
• Proven track record in delivering complex ServiceNow projects in enterprise environments.
• Extensive knowledge of ITSM processes, such as Incident and Problem Management, Change Management, Configuration Management, and Request Management.
• Exceptional analytical and problem-solving skills with a proven ability to tackle complex issues.
• Experience with scripting (JavaScript), integrations (REST/SOAP APIs), and ServiceNow Studio Is desirable but not mandatory.
• Outstanding communication and interpersonal skills, enabling effective collaboration and stakeholder engagement.
• ServiceNow certifications (e.g., Certified System Administrator, Implementation Specialist) are highly desirable.
• A robust understanding of ITIL principles and practices is essential, such as ITIL V4 High Velocity, Create, Deliver & Support, or ITIL V3 Service Transition or Service Operation equivalents.

ORNUA COMPETENCIES:

• Rigour: To ensure excellence in own work, applies effective professional skill, analysis and decision making, planning and reviewing.
• Forward-Looking: Responds positively to change and looks ahead to anticipate tasks.
• Ownership: Takes responsibility for and pride in delivering quality and results; is tenacious.
• Integrity: supports and encourages constructive outcomes for others by demonstrating integrity.