Description

Manage and optimize ITSM processes using the ServiceNow platform to align with ITIL standards and organizational goals.

Responsibilities

• Design, implement, and manage ITSM processes within ServiceNow.
• Collaborate with business units and IT teams to gather requirements and facilitate stakeholder communication.
• Identify process improvement opportunities through regular reviews, audits, and workflow documentation.
• Develop dashboards and reports to monitor process performance, trends, and key metrics.
• Lead process improvement projects from inception to completion, managing plans and timelines.

Required Skills

• 5+ years of experience in IT service management or process management.
• Proven experience with ServiceNow platform configuration and administration.
• Proficiency with ServiceNow ITSM modules.
• Strong knowledge of the ITIL framework and best practices.
• ITIL Foundation Certification required.
• Experience with process mapping and workflow design.
• Strong analytical skills for interpreting data and metrics.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

Preferred Skills

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist.

Key Skills

Education

Bachelor's degree