Associate Technical Specialist - Service Management (SNO)

Role Overview: As a ServiceNow ITSM Lead, you will be responsible for overseeing the implementation, maintenance, and continuous improvement of the ServiceNow IT Service Management platform within the organization. Your role is pivotal in enhancing IT processes, optimizing service delivery, and ensuring efficient incident, problem, change, and request management. Key Responsibilities: - Lead the end-to-end implementation of the ServiceNow ITSM platform, including requirement gathering, design, configuration, and customization. - Collaborate with cross-functional teams to ensure successful integration of the ITSM platform with existing tools, systems, and processes. - Analyze and assess current ITSM processes to identify gaps, bottlenecks, and areas for improvement. - Develop and implement best-practice ITIL processes within the ServiceNow ITSM framework. - Define and maintain incident, problem, change, and request management processes and workflows. - Design and manage the service catalog, defining service offerings and service request workflows. - Develop and generate regular and ad-hoc reports and dashboards to monitor ITSM performance, key metrics, and KPIs. - Collaborate with internal and external stakeholders to gather requirements and ensure alignment of ITSM initiatives with business needs. - Develop training materials and conduct training sessions to educate end-users, IT staff, and stakeholders on ITSM processes and the ServiceNow platform. - Lead and mentor a team of ServiceNow administrators, analysts, and support staff. Qualification Required: - Bachelors degree/diploma in computer science or information technology or equivalent. - Technology certifications such as ServiceNow Certified Implementation Specialist (CIS) in IT Service Management or ITIL Certified are mandatory. Additional Company Details: The ServiceNow ITSM Lead position is located in India, specifically in Bengaluru. The company emphasizes the importance of collaboration, communication, time management, execution excellence, and good quality documentation within the role. The organization values individuals who can analyze business outcomes, collaborate with stakeholders, manage time effectively, and drive high-quality work activities. (Note: The date of creation of this job description is 29-Nov-2024),