Description

You will lead the governance, design, and continuous improvement of the Service Assets & Configuration Management (SACM) process.

Responsibilities

• Define and document the Service Assets & Configuration Management process.
• Create weekly process governance for SACM.
• Develop and maintain KPIs and metrics within ServiceNow to monitor process adoption.
• Produce educational materials and training documentation for the process.
• Collaborate with the Service Desk and other IT fulfillers to ensure process adherence.

Required Skills

• Minimum 10 years of experience in IT Operations.
• Minimum 5 years of experience in ITIL and ITSM leadership and governance.
• Minimum 5 years of experience in SACM process development.
• Minimum 5 years of experience with ServiceNow, specifically SACM applications including HAM, SAM, and CMDB.
• Minimum 5 years of experience developing ServiceNow KPIs and metrics.
• Minimum 5 years of experience using ServiceNow Knowledge Management System (KMS) for ITSM documentation.
• Expert knowledge of ServiceNow CMDB best practices, including CSDM, Discovery, and Service Mapping.
• Strong understanding of ITIL frameworks and ITSM workflows.
• Excellent written and verbal communication skills.

Preferred Skills

• Advanced degree.
• ITIL V3 or V4 certification.
• Experience with ISO27001 and ISO27002.

Key Skills

Education

Any Graduate