Description

Key Skills: ServiceNow, ITIL, ITSM, Asset Management, CMDB, Service Catalog, Incident Management, Problem Management, Change Management, AI Tools

Good to Have Skills: Knowledge of DevOps, Agile, or Process development practices. Experience with PowerBI, Grafana, Dashboard creation or service reporting. Exposure to AIOps, predictive analytics, chatbots, or virtual agents. Experience with ServiceNow catalogs planning/consulting. Process development background or related certifications. Ability to conduct Data Certifications and Physical Inventory Audits. Knowledge of CFS and/or SIAM frameworks.

Roles & Responsibilities:

• Follow and enhance existing ITSM processes including Incident, Problem, Change, Release, Knowledge, Event, Request, CMDB, and Service Catalog management.
• Work within ServiceNow platform to support business needs and deliver high-quality IT services.
• Explore AI and automation opportunities to drive efficiency and improve IT service delivery across the organization.
• Track and report on ITSM performance metrics including SLAs and KPIs to ensure service quality standards.
• Collaborate with IT teams, business stakeholders, and vendors to ensure high-quality service delivery and customer satisfaction.
• Champion continuous improvement initiatives in ITSM and customer-facing services to optimize workflows and enhance digital experience.
• Rotate management of MIM bridges during PST working hours and participate in on-call rotation during off-hours.
• Moderate and send communications for major internet bridges to ensure effective incident management and resolution.

Experience Required: 3-5 years of experience with asset management, 4+ years of experience in various IT Service Management roles, 3+ years of ServiceNow experience including ITSM, Self Service, Reporting, Employee Center, reports, and dashboards.

Education: Bachelor's degree in IT or related field (or equivalent work experience). ITIL v3 Foundations certification required; ITIL v4 preferred

Key Skills

Education

Any Graduate