Industry Type:
IT / Software Dev
Job Detail:
ql-editor “> Job Summary:
The ServiceNow ITSM plays a crucial role in managing and optimizing IT service management processes within the organization. You will be responsible for supporting and improving ITIL-based processes, including Incident Management, Request Management, Service Level Agreements (SLA), Knowledge Management, and operational readiness. This position requires strong technical knowledge of ServiceNow or similar ITSM tools and a proactive approach to onboarding new business units, integrating users, and ensuring seamless process adoption.
Key Responsibilities: 1. Data Gathering System Design:
- Collect and validate Configuration Management Database (CMDB) and other configuration item (CI) data.
- Design and propose ITSM tool migration plans.
- Establish logical relationships between data points for accurate system representation.
2. Daily ITSM Activities:
- Engage with IT users to monitor and improve ITIL process adherence.
- Identify process breaches and recommend areas for improvement.
- Collaborate with ITSM Experts to support daily operations and strategic initiatives.
3. User Management Access Control:
- Create and configure user accounts in ITSM tools, ensuring appropriate access permissions.
- Manage access control to maintain data confidentiality and integrity.
- Define and document user roles and responsibilities within the ITSM framework.
4. Training User Onboarding:
- Conduct training sessions and create educational materials to familiarize users with ITSM processes and tools.
- Provide ongoing support and guidance to new users for a smooth onboarding experience.
- Introduce and explain ITSM workflows, procedures, and best practices.
5. Process System Integration:
- Collaborate with stakeholders to plan and execute seamless user/system integration into ITSM workflows.
- Identify and mitigate risks associated with system transitions.
- Collect user feedback to improve future onboarding experiences and process enhancements.
6. Project Planning Risk Management:
- Work with IT teams, business units, and external vendors to develop comprehensive project transition plans.
- Assess potential risks and develop mitigation strategies to minimize business impact.
- Ensure alignment between IT services and business objectives through thorough planning and execution.
Qualifications Experience:
- Experience: 3-5 years in IT service management, IT operations, managed services, or service delivery environments.
- Technical Expertise: Hands-on experience with ServiceNow or other ITSM platforms.
- ITIL Knowledge: Advanced understanding of ITIL v3 or v4 frameworks (certification required).
- Data Process Management: Experience with CMDB, data validation, and ITSM tool transitions.
- Training Communication: Strong ability to deliver process training and produce user-friendly documentation.
- Process Improvement: Proven experience in continuous improvement methodologies and process automation.
Preferred Skills:
- Experience with IT service transitions, operational readiness, and service design practices.
- Ability to work collaboratively with cross-functional teams and manage multiple projects.
- Strong problem-solving skills and attention to detail.
- Excellent communication and stakeholder management capabilities.
