Description

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

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. Experience with metric reporting and documentation.

Roles & Responsibilities:

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

Experience Required: 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. 2+ years of experience with asset management. Experience moderating and sending communications for major incident bridges.

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