Reviewing business activities and helping client define current state processes
Working with client to document future state processes such as Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, Project and Portfolio management, Test Management, Facilities Management, HR Management and Request Fulfillment
Documenting ServiceNow design requirements to support all process implementations using Agile Scrum SDLC methodologies
Championing organizational change and adoption of service management best practices by providing coaching and training until processes become engrained into the culture
Providing guidance and input to stakeholders, leaders, developers and quality assurance testers throughout the ITSM program
The ideal candidate must possess a foundational understanding of IT Service Management concepts, have practical experience designing and implementing ITIL processes, and have attention to detail, good organization and solid project management skills.
Requirements: The following is REQUIRED:
Thorough understanding of IT Service Management.
3-5+ years of experience conducting process assessments, designing processes, and implementing service management solutions.
2 - 4 Years of ServiceNow implementation or administration experience
3-5 years experience analyzing and developing business requirements and platform system requirements.
Professional communication skills.
ITIL Foundation Certificate
Demonstrated project leadership experience handling multiple simultaneous projects
Demonstrated track record as a team player
Demonstrated technical leadership skills to manage and direct others
The following is DESIRED:
Bachelors or Master’s Degree in Computer Science or a related field
Advanced ITIL or ISO 20000 certifications
Experience leading large process improvement projects
Project Management certification