Description

You will manage and optimize IT service management processes using the ServiceNow platform, ensuring contract compliance and optimal service delivery.

This role is on-site.

Responsibilities

• Design and implement service offerings, request forms, workflows, approvals, and automation constructs within ServiceNow.
• Drive the end-to-end lifecycle of service re-engineering, including user story creation, wireframing, and functional design.
• Manage ITIL processes such as Incident, Problem, and Change management to ensure optimal service delivery.
• Perform Root Cause Analysis (RCA) for major incidents and develop Standard Operating Procedures (SOPs).
• Monitor and report on KPIs, including CSAT, SLA, and backlogs, while maintaining a centralized knowledge repository.

Required Skills

• 5 to 8 years of hands-on experience in ITSM roles.
• Strong proficiency with the ServiceNow platform.
• Deep understanding of ITIL frameworks and processes, specifically Incident, Problem, and Change Management.
• Ability to manage and report on SLA and CSAT metrics.
• Experience in functional design, workflow automation, and integration design.
• Capability to conduct Root Cause Analysis (RCA) and manage escalation processes.
• Experience working within Agile methodologies.

Preferred Skills

• Experience collaborating with developers to implement redesigned services and integrations.
• Enforcing content management policies for knowledge articles, FAQs, and user guides.

Key Skills

Education

ANY GRADUATE