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# UX/UI - OneService Portal - Bi-Lingual (Spanish)- ServiceNow

- **Company:** A3 Solutions, Inc.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $65,000.0 - $70,000.0
- **Contract:** Permanent contract
- **Skills:** JIRA, Information Technology, Servicenow
- **Published:** June 7, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=897df6068c966122

## About the Role

Do you have experience in IT service management?, * Experience: 3-5+ years of experience in IT Service Management, specifically acting as a Senior Analyst, Incident Manager, or similar role.

 * Frameworks: Strong foundational knowledge of the ITIL Framework (ITIL v3 or ITIL 4 Foundation certification is highly preferred).
 * Technical Tools: Proven, hands-on experience working extensively within ServiceNow (for ITSM workflows) and Jira (for issue/project tracking).
 * Domain Expertise: Deep understanding of and practical experience executing Incident Management and Service Request Management processes.
 * Soft Skills: Excellent analytical problem-solving skills, strong written and verbal communication, and the ability to remain calm and organized under pressure.
 * Prior experience acting as a contractor or quickly onboarding into established enterprise IT environments.
 * Familiarity with Problem Management and Change Management processes.

## Description

Job outline: Seeking an experienced ITSM Senior Analyst to join our IT Service Management team on a contract basis. This role serves as a critical backfill for a team member on long-term leave. You will be responsible for ensuring the smooth delivery of IT services, with a primary focus on overseeing Service Request Management and Incident Management processes. The ideal candidate will have a deep understanding of the ITIL framework and hands-on operational experience using ServiceNow and Jira.

 * Service Request Management: Oversee the fulfillment of IT service requests. Ensure requests are categorized, routed, and resolved efficiently according to established Service Level Agreements (SLAs).
 * Platform Administration & Usage: Utilize ServiceNow as the primary ITSM tool for tracking, reporting, and managing tickets. Leverage Jira to bridge communication and workflow between the IT Service Desk and development/engineering teams.
 * Support/test UX/UI improvement initiatives for the OneService Portal.
 * Process Adherence & Improvement: Champion ITIL best practices across the organization. Identify trends in incidents and service requests to recommend workflow optimizations and shift-left opportunities.
 * Stakeholder Communication: Maintain clear, timely, and professional communication with end-users, IT support teams, and external vendors throughout the ticket lifecycle,Support communication plans related to ServiceNow changes and improvements.
 * Reporting & Metrics: Monitor queue health and assist the IT Service Manager in tracking KPIs and SLAs to ensure service delivery targets are consistently met.
 * Create reports and dashboards and provide analysis regarding the Service Request Management process when needed.


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