ServiceNow ITSM Specialist

Job Description:

Job Title: ServiceNow ITSM Specialist ( 5 to 8 years)

ServiceNow ITSM Specialist

Our Digital Service Line is currently looking for industry-leading seasoned "ServiceNow ITSM Specialist" professionals with hands-on experience.

The shortlisted candidate should have the ability to analyse technical needs and work with the customers to develop project scope of work documents and Project Plans.

The responsibilities are primarily technical, although there is a strong element of functional understanding of the business process.

Summary: The ServiceNow ITSM Specialist is responsible for developing and maintaining strategies to capture, organize, and distribute knowledge related to the ServiceNow platform and IT service management processes.

Responsibilities:

• End to end understanding of service, respective offerings, process/workflows, integrations, fulfilment & support etc.
• Good Experience in ITIL Process like Incident Management, Problem & Change management.
• Planning for future service.
• Re-engineering of service/offerings & respective workflows
• Designing of Service, offering, consumables, request forms, workflows, approvals, fulfilment construct formation, automation designing
• Integration & functional designing, user stories creation, wireframes
• KPIs & reporting configuration
• Build test scripts, functional testing, pilot training.
• Implementation of redesigned service using ITSM tools like ServiceNow etc.
• Identify automation opportunities and driving implementation of the same.
• Work closely with ServiceNow developers in Agile method to get redesigned service implemented.
• Measuring, monitoring, and managing IT services to ensure optimal service delivery and protect against downtime & breaches.
• Ensuring CSAT, SLA and Backlogs are within the agreed contract and preparing and sharing reports with higher management / team for visibility.
• Identifying problems, known issues and drive through proper RCA and problem management, RCAs’ for Major incidents and SOP preparation for reference and escalation management.

Knowledge Capture and Creation:

• Collaborate with subject matter experts and ServiceNow administrators to capture and document best practices, processes, and solutions within the ServiceNow platform.
• Create and maintain a centralized repository of ServiceNow-related knowledge assets, including articles, documents, FAQs, and user guides.
• Content Management:
• Develop and enforce content management policies and procedures to ensure the accuracy and relevance of ServiceNow knowledge resources.
• Regularly review and update existing ServiceNow-related content to reflect changes in processes or configurations.
• Taxonomy and Metadata:
• Develop and maintain a taxonomy and metadata structure specific to ServiceNow knowledge assets for efficient categorization and retrieval.
•  Implement standardized classification and tagging systems for ServiceNow resources.

Knowledge Access and Retrieval:

• Design and implement user-friendly interfaces and search functionalities to facilitate easy access to ServiceNow knowledge resources.
• Provide training and guidance to IT staff on how to effectively search for and retrieve ServiceNow-related information.

Knowledge Sharing and Collaboration:

• Facilitate knowledge-sharing sessions, workshops, and forums to encourage collaboration and learning among IT teams and ServiceNow users.
• Promote a culture of knowledge sharing and continuous improvement within the IT organization.

Quality Assurance:

• Ensure the quality and accuracy of ServiceNow knowledge resources through regular content audits, reviews, and version control.
• Establish and enforce content review and update processes.

Technology Management:

• Evaluate, select, and implement knowledge management tools and ServiceNow-specific software to support knowledge-sharing initiatives.
• Stay informed about ServiceNow platform updates and enhancements.

Metrics and Analytics:

• Monitor and report on key performance indicators (KPIs) related to ServiceNow knowledge management, such as content utilization, user satisfaction, and incident resolution times.
• Use data-driven insights to continuously improve ServiceNow knowledge management practices.

Training and Support:

• Provide training and support to IT staff and ServiceNow users on ServiceNow knowledge management tools and practices.
• Address user inquiries and issues related to ServiceNow knowledge resources.

Qualifications:

• Proven experience in Service management.
• Familiarity with ServiceNow platform functionality and configurations.
• Proficiency in knowledge management tools and content management systems.
• ITIL certification or ServiceNow certifications are advantageous.

Skills:

• Information organization and categorization within the context of ServiceNow.
• Content management systems and software, especially those used in IT service management.
• Taxonomy and metadata management tailored for ServiceNow assets.
• Familiarity with ITIL and IT service management best practices.
• Change management and training expertise specific to ServiceNow knowledge management
• Strong understanding of ITSM and ITIL frameworks.