Description

You will act as the Subject Matter Expert and Point of Contact for ITSM processes across the organization.

Responsibilities

• Design, build, and maintain ITSM process reports using Power BI.
• Develop and execute test cases using ServiceNow’s Automated Test Framework.
• Consult on ITSM process management and guide project teams on process design and digitalized workflows.
• Monitor process execution for completeness and develop KPIs to measure team performance and compliance.
• Resolve user support tickets and execute functional testing for system enhancements.
• Support the ITSM Process Manager with documentation, training materials, and audit readiness.

Required Skills

• 9+ years of total professional experience.
• Minimum 2 years of experience as an ITSM Subject Matter Expert.
• ITIL Foundation certification.
• ServiceNow User proficiency.
• Power BI for report creation and maintenance.
• Scrum methodology experience.
• Software testing experience.
• Bachelor's degree in Computer Science.

Key Skills

Education

Bachelor's degree in Computer Science