Description

You will own the design, implementation, and maintenance of ITSM processes using ServiceNow, ensuring alignment with industry best practices.

Responsibilities

• Provide ITSM expertise and leadership for Demand, Service Request, Incident, Problem, Knowledge Management, and Continual Process Improvement workflows.
• Vet all incoming enhancement requests related to portal/catalog items and act as a Business Analyst for catalog requests.
• Represent Network Connectivity Services requirements with the ServiceNow team, ensuring successful integration.
• Manage and optimize the ServiceNow platform to support core ITSM processes, including Change Management and Service Catalog.
• Monitor and analyze ITSM metrics, generating reports to identify trends and opportunities for automation.

Required Skills

• Minimum of 5 years of hands-on experience with ServiceNow.
• Strong understanding of ITIL frameworks and their application within an ITSM context.
• Proven track record of successful ServiceNow implementations and process improvements.
• Knowledge of ITSM Processes, ServiceNow, LAN, and WAN.
• Strong understanding of Network Connectivity Services workflow (LAN, WAN, Datacenter, Network Security).
• Ability to translate business requirements into technical solutions on the ServiceNow platform.
• Experience leading and mentoring teams.

Key Skills

Education

Any Graduate