Description

You will manage and enhance ITSM processes using the ServiceNow platform to support business needs and deliver high-quality IT services.

Responsibilities

• Follow and enhance existing ITSM processes including Incident, Problem, Change, Release, Knowledge, Event, Request, CMDB, and Service Catalog management.
• Work within ServiceNow to support business needs and deliver high-quality IT services.
• 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.
• Rotate management of MIM bridges during PST working hours and participate in on-call rotation during off-hours.

Required Skills

• 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.
• 3-5 years of experience with asset management.
• Strong knowledge of ITIL, ITSM, Service Catalog, Incident Management, CMDB, and Change Management.
• ITIL v3 Foundations certification required; ITIL v4 preferred.
• Bachelor's degree in IT or related field (or equivalent work experience).

Preferred Skills

• Experience with PowerBI, Grafana, Dashboard creation, or service reporting.
• Knowledge of DevOps, Agile, or Process development practices.

Key Skills

Education

Any Graduate