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AM Analyst (ServiceNow)

Application Management


The management of incidents through their entire lifecycle, starting from the appropriate triaging and continuing through the resolution of the incidents by engaging resolving groups, managing the communication with the various internal and external parties and ending with the correct recording of SLA compliance. The triaging activities will involve analysis of the request and using knowledge of the systems, correctly categorizing the request either as incident or change request, followed by correctly engaging the appropriate party to commence resolving activities


  • Analysis
    • Ensure all requests, incidents and queries are triaged in Service Management tool within agreed SLAs;
    • Respond and if required raise a User Story within agile project management tool for assignment to the next release depending on priority;
    • Ensure items are categorised in both tools correctly and assigned to the appropriate resolver tools in a timely manner;
    • Assist on testing and validation of fixes on incidents where applicable.
  • Communication
    • Acting as bridge between client dedicated account teams and Applications Management and Delivery teams;
    • Respond to the end users in Business language and discuss requirement in technical language with the Developers and Testers.
  • Daily stand-ups and Triage Bi weekly sessions
    • Participate on daily stand-ups with development and testing teams;
    • Facilitate the Bi weekly Triage meetings with the appropriate stakeholders;
    • Present new demand since the last meeting, create minutes to be sent prior to the meeting explaining each item in business terms, maintain product backlog and request the business to set a priority and time line for releases;
    • Proactive resource management to ensure that each release is adequately subscribed.
  • General Admin
    • Reporting activity through a range of regular automated and ad-hoc reports;
    • Responsible for updating both Service Management and Project management tools.


Qualifications and Experience

Mandatory skills:

  • Highly developed customer skills;
  • Experience with ServiceNow or similar ticketing system;
  • Very good analytical thinking;
  • Strong written and verbal communication skills;
  • Excellent knowledge of English language;
  • Some technical skills and understanding of the software development lifecycle;
  • Capable of identifying trends and using statistics to interpret data;
  • Organized, methodical and structured approach to work, attention to details.


Desirable skills:

  • Experience of working with IT customer service, support operation and project management;
  • Familiarity with ITIL concepts and practice;
  • Knowledge of SLA structure;
  • Knowledge of the insurance domain;
  • Knowledge of Payment Services domain;
  • Knowledge of SQL (being able to create basic SQL queries).


Additional Information

  • Possibility to work together with teams from other countries;
  • Supportive, friendly and healthy work environment in an international company;
  • Continuous learning opportunities (coaching and on the job learning, trainings, certifications, conferences);
  • Private health insurance;
  • Social and sport benefits, foreign language courses;
  • Flexible working hours;
  • Endava referral bonus.

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