Description

Roles & Responsibilities

Process Management

·         Design, implement, and manage ITSM processes using the ServiceNow platform.

·         Ensure processes are aligned with ITIL best practices and organizational objectives.

·         Monitor and measure the effectiveness of ITSM processes and make continuous improvements.

Stakeholder Engagement

·         Collaborate with business units, IT teams, and stakeholders to gather requirements and understand business needs.

·         Act as the primary point of contact for process-related inquiries and issues.

·         Facilitate communication between stakeholders to ensure a common understanding of process goals and objectives.

Process Optimization

·         Identify areas for process improvement and implement solutions to enhance efficiency and effectiveness.

·         Conduct regular process reviews and audits to ensure compliance and identify opportunities for improvement.

·         Develop and maintain process documentation, including workflows, procedures, and policies.

Training and Support

·         Provide training and support to IT staff and end-users on ITSM processes and the ServiceNow platform.

·         Develop training materials and conduct workshops to promote process adherence and best practices.

·         Offer guidance and support for process-related issues and challenges.

Reporting and Analytics

·         Develop and maintain dashboards and reports to track process performance and key metrics.

·         Analyze data to identify trends, areas for improvement, and potential risks.

·         Present findings and recommendations to senior management and stakeholders.

Governance and Compliance

·         Ensure ITSM processes comply with organizational policies, industry regulations, and ITIL standards.

·         Implement and manage process governance frameworks to maintain consistency and control.

·         Conduct regular reviews and audits to ensure compliance with established standards.

Project Management:

·         Lead and manage process improvement projects from inception to completion.

·         Develop project plans, timelines, and budgets to ensure successful project delivery.

·         Coordinate with cross-functional teams to ensure project milestones are met.

 

Qualifications

·         Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.

·         Minimum of 5 years of experience in IT service management, process management, or a related field.

·         Proven experience with the ServiceNow platform, including configuration and administration.

·         Strong knowledge of ITIL framework and best practices.

·         Proficiency in ServiceNow platform and ITSM modules.

·         Experience with process mapping and workflow design.

·         Strong analytical skills and the ability to interpret data and metrics.

·         ITIL Foundation Certification (required)

·         ServiceNow Certified System Administrator (CSA) (preferred)

·         ServiceNow Certified Implementation Specialist (preferred)

Key Skills
Education

Bachelor's degree

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