Service Now Support Specialist

Job Description

Job Title:           IT Service Now Support Specialist

Career Level: P1

Function:        Technology  

Reports to:     Service delivery manager

Location:         Dublin

_____________________________________________________________________

Ornua is a leading dairy co-operative which sells premium dairy products globally on behalf of its Member Co-operatives, Ireland’s dairy processors and, in turn, Irish dairy farmers. 

Ornua has revenues of €3.4 billion and is supported by a global team of approximately 2,800 employees. The Group operates as a commercial organisation across 10 business units, including 12 production facilities located in Europe, North America, the Middle East and Africa. 

The commercial organisation is responsible for the marketing and sales of Ornua’s consumer brands including Ireland’s most successful food export: Kerrygold. Consumer markets are served by production facilities in Ireland, Germany and the UK and by in-market Sales & Marketing Teams in Asia, Germany, Ireland, MEA, Poland, Spain, rest of Europe and North and Latin America. 

It also manages the procurement of Irish and non-Irish dairy products, the sale of dairy ingredients to food manufacturing and foodservice customers globally, and the implementation of de-risking and trading strategies to manage market volatility. These activities are supported by production facilities and in-market teams in Europe, North America, the Middle East and Africa. 

WHY THIS ROLE IS VALUABLE: 

Ornua is in the process of implementing ServiceNow ITSM and is seeking a ServiceNow Support Specialist to build and maintain the platform post-implementation. The IT ServiceNow Support Specialist will be responsible for providing technical support, administration, data loads such as Service Catalog, CRs, CMDB data health validation and maintenance of the ServiceNow platform. This role ensures the platform operates efficiently, supports business processes, and delivers a seamless user experience. The ideal candidate will have strong problem-solving skills, a customer-focused mindset, and experience in IT Service Management (ITSM) processes. The role supports creating user stories, conducting testing, providing training for fulfillers and end-users, and automating tasks, schedules, and reporting.

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.

KEY AREAS OF RESPONSIBILITY:

• Platform Support & Administration
  • Provide day-to-day support for ServiceNow users, resolving incidents and service requests.
  • Perform routine maintenance, scheduled task etc on the ServiceNow platform.
  • Monitor system performance and troubleshoot issues to ensure optimal functionality.
• Configuration & Customisation
  • Configure ServiceNow modules (e.g., Incident, Problem, Change, CMDB, Service Catalog).
  • Support integration of ServiceNow with other enterprise systems.
• User Support & Training
  • Act as the first point of contact for ServiceNow-related queries.
  • Provide training and guidance to end-users and stakeholders.
  • Document processes, procedures, and knowledge articles.
• Continuous Improvement
  • Identify opportunities to enhance platform usability and efficiency.
  • Collaborate with IT teams to implement best practices and process improvements.
• 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.

• Facilitate knowledge transfer: Share knowledge within and outside your team through presentations, coaching sessions, and other practices.

KEY REQUIREMENTS: 

Experience: Over 3 years of experience in a Business Analyst/Support role supporting the ServiceNow platform.

Proven experience in ServiceNow administration and support.

Strong understanding of ITIL processes and ITSM best practices.

Experience with ServiceNow modules such as Incident, Problem, Change, and Request Management.

Knowledge of JavaScript, HTML, and ServiceNow scripting is desirable but not mandatory.

Excellent troubleshooting and problem-solving skills.

Strong communication and customer service skills.

Ability to work independently and as part of a team.

Proactive approach to identifying and resolving issues.

ServiceNow certification is desirable but not mandatory

ITIL Foundation is desirable but not mandatory

Closing date: 17 July 2026

Accessibility at Ornua

Ornua is committed to creating an inclusive and accessible workplace. We will make every effort to provide for any reasonable accessibility needs you may have during your employment with us. If you require accommodations at any stage of the recruitment process or in your role, please let us know — we’re here to support you.