Service Operations Specialist- ServiceNow

Role Description

About Us: At Booking.com, data drives our decisions. Technology is at our core. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Overview: The Service Operations Specialist identifies opportunities to improve and scale IT service delivery by analysing operational processes, configuring service platform capabilities, and implementing automated workflows and solutions within ITSM and ITOM environments.

The role crosses service operations, process improvement, and platform configuration, working with IT Support, Service Management, and Engineering teams to translate operational challenges into practical, measurable improvements.

It is a hands-on, execution-focused role. Success is demonstrated through improved operational efficiency, reliable delivery of service improvements, and clear visibility of service performance across the organisation.

Key Job Responsibilities and Duties

• Analyses service operations processes and workflows, working with operational teams and stakeholders, in alignment with established service management practices, in order to identify opportunities to optimise processes, improve efficiency, and enable automation.
• Documents current and future state service processes, collaborating with service teams and subject matter experts, following organisational documentation standards, in order to create clear procedures and support the implementation of service improvements.
• Designs, configures, and implements low-code automated workflows and service processes within operational platforms, working with service teams and platform owners, in alignment with established governance and configuration standards, in order to deliver scalable automation and improved service delivery.
• Configures and enhances service platform capabilities, including forms, workflow logic, and automated service actions, in accordance with platform guidelines and operational requirements, in order to support efficient and consistent service operations.
• Prepares and executes testing activities for new or updated service capabilities, working with operational teams and stakeholders, using defined testing and validation approaches, in order to ensure solutions meet requirements and maintain operational quality standards.
• Monitors service performance and implemented improvements, reviewing service data, dashboards, and stakeholder feedback, in alignment with service performance frameworks, in order to evaluate effectiveness, identify optimisation opportunities, and support ongoing service improvement.
• Supports broader service operations activities, including producing ad hoc operational reporting and contributing to service management practices such as change management, problem management, and other service coordination tasks, in alignment with established governance processes, in order to maintain stable service operations and support continuous service improvement.

Role Qualifications and Requirement

• Experience analysing and documenting service or operational processes in order to identify opportunities for improvement, optimisation, and automation.
• Ability to identify workflow inefficiencies and recommend practical solutions to improve service delivery and operational efficiency.
• Experience configuring enterprise service management or workflow platforms, including forms, workflows, and automated processes.
• Experience working with enterprise service management tools such as ServiceNow, Jira Service Management, or similar platforms used to manage service workflows and automation.
• Ability to design and implement automated workflows using configuration based or low code tools.
• Experience translating business or operational requirements into configured platform solutions, including workflow logic, data structures, and process automation.
• Strong analytical and problem solving skills with the ability to interpret operational data, dashboards, and service metrics to identify trends and improvement opportunities.
• Experience supporting testing and validation of new processes, automation, or system capabilities to ensure quality and reliability.
• Understanding of IT service management (ITSM) and IT operations management (ITOM) practices, including areas such as incident management, change management, problem management, and operational monitoring.
• Ability to create clear documentation including process diagrams, procedures, and operational guidance.
• Strong stakeholder management and facilitation skills, with the ability to align cross functional teams and drive agreement on requirements and solutions.
• Strong written and verbal communication skills with the ability to explain operational concepts to both technical and non technical audiences.
• Ability to collaborate effectively with cross functional teams in order to support service improvements and operational outcomes.

Preferred

• Certifications or training related to IT service management or service management platforms (e.g., ITIL or platform specific certifications). ServiceNow University credentials are also considered.

Benefits & Perks - Global Impact, Personal Relevance:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit