Responsible for implementing and supporting IT service management processes to ensure compliance and efficient delivery of IT services. Act as a liaison between all cross-functional services under ITSM umbrella.
-Support the Cross-Functional services across the IT organization including but not limited to Incident Management, Problem Management, Change & Release Management, Service Request Fulfillment, Configuration Management (CMDB), Knowledge Management
-Create and maintain the ITSM processes that cover Incident Management, Problem Management, Change & Release Management, Service Request Fulfillment, Configuration Management (CMDB), Knowledge Management
-Support event management
-Support the governance and continual improvement of IT service delivery
-Partner with ServiceNOW team to support processes and Dashboard related improvements
-Report on achievement of SLAs, KPIs for service performance based on what was defined for the organization
-Manage a team of ITSM process owners/leads for service management related topics.
-Support service-level improvement initiatives
-Support process improvement/creation initiatives throughout all functions within infrastructure & Operations
-Ensure adherence to compliance frameworks (e.g., SOX) by managing audits and producing documentation as needed.
-Support the configuration, development, and maintenance of the ServiceNow platform across the organization
Required Qualifications:
-Bachelor’s degree or higher in IT Management; Computer Science, Computer Information Systems or related field.
-8+ years of experience in IT field as it relates to ITSM specific roles.
-3+ years of experience in a managerial role within IT
-ITIL 3.0 or above Certification
-Experience working with audits (internal/external) specifically as it relates to SOX
-5+ years of experience working with ServiceNOW environment/tool
-Excellent communication and interpersonal skills as it relates to working with Executive leadership and staff/analysts.
Preferred Qualifications:
-SNOW Certification
-Agile Certification
-Ability to “think outside the box” and offer creative solutions to help innovate ITSM within the organization.
-Willingness to identify gaps and improve with solutions
Qualifications: