IT Systems Analyst
Solihull, United Kingdom
5d ago

Do you want to work for Coupa Software

the world's leading provider of cloud-based spend management solutions? We’re a company that had a successful IPO in October 2016 (NASDAQ : COUP) to fuel our innovation and growth.

At Coupa, we’re building a great company that is laser focused on three core values :

1. Ensure Customer Success Obsessive and unwavering commitment to making customers successful. 2. Focus On Results Relentless focus on delivering results through innovation and a bias for action.

3. Strive For Excellence Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

Summary :

  • The IT Systems Analyst - Technology Services is a key member of the Technology Services team and is responsible for managing our ITSM platform (FreshService) and promoting and supporting IT Service Management Practices (in particular change and incident management).
  • This role will serve as subject matter expert for Coupa ITSM platform; and is expected to be a critical thinker who can work with teams across the IT organization to implement and support processes and systems to improve daily employee and team members efficiency and effectiveness.

    What you’ll be doing :

  • Responsible for the implementation and ongoing support of IT service management platform (i.e. FreshService)
  • FreshService Administration, including configuration, create new and improve existing service catalogs, workflows and rules to improve efficiency
  • Implement enhancements, roll out new features and onboarding of new departments and use cases onto the FreshService platform.
  • Monitors the efficiency and effectiveness of configuration and workflows and troubleshoots problems, as necessary.
  • Providing data and reporting of KPI’s and trends weekly, monthly, and as needed.
  • Performs quality checks to ensure accurate ongoing system functionality.
  • Support Service Desk agents on FreshService system functionality.
  • Promote ITIL Service Management Practices and drive continuous improvement in regards to the Change, Incident and Problem Management processes as well as their systems.
  • Support Change Management and Incident Management Process Owner in all aspects of the processes and acts as the primary backup to the Process Owner when unavailable.
  • Produces project requirements documentation, including written documents, process diagrams, report mock-ups, wire frames and other documentation as required, using standard templates.
  • Writes documentation, training materials and KB articles to explain processes in everyday terms.
  • Assists with system testing and documents defects for resolution of the Service Desk system.
  • Reviewing survey feedback to improve services, tools, and support experience.
  • Ideal candidate profile :

  • Bachelor’s degree in business, computer science, or IT related field.
  • 3 to 5 years of previous experience in business analysis. ITIL v4 Certification.
  • Experience with administration of FreshService or ServiceNow (Service Catalogs, Workflows & Automation)
  • Service Desk and end user experience across various platforms and technologies like Remote Access, Mobility, Communication / Collaboration (UCC) solutions including Cloud based productivity applications like Google WorkSpaces, O365, OneDrive, Zoom, Slack.
  • Strong analytical skills and attention to detail.
  • Excellent interpersonal skills and solid communication with all levels of management.
  • Able to multitask, prioritize, and manage time efficiently.
  • At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today’s dynamic businesses.

    It’s our people who make it happen, and we strive to attract and retain the best in every discipline.We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches And much more!As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.

    Please be advised, inquiries or resumes from recruiters will not be accepted.

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