ECS ITIL Process Manager

Must Have Experience

Experienced in implementation of ITOM solution using industry best practices

Hands-on development to include creation, configuration and customization of patterns, Discovery Schedules, probe, sensors and Event rules

Integrate ServiceNow ITOM modules with a variety of enterprise monitoring tools, automation of alerts, application management tools using OOB plugins and API methods

Experienced in implementation on ServiceNow Discovery, Service Mapping, Event Mgmt, Availability Mgmt and Orchestration use cases.

Maintain CMDB with accurate information about the IT environment

Analyze availability requirements and targets based on business needs and service level agreements (SLAs).

Generate and maintain detailed reports on service availability, including metrics and key performance indicators (KPIs)

Thirdparty software integrations with ServiceNow

Experience in multiple ServiceNow implementations

Experience in ServiceNow Performance Analytics module

Monitor health, usage and compliance of ServiceNow systems.

Good to have Experience

Excellent collaboration skills including analysis, brainstorming, communication, teamwork.

Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.)

Knowledge of LDAP/Active Directory/SSO.

Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features.

Familiar with JavaScript, PowerShell, Perl, wmi, ssh, python, Xpath, SNMP, HTML and Jelly script

Awareness of modern cloud computing principles for discovery of cloud-based platforms that include SaaS, PaaS

Experience with discovery technologies (ADDM, TADDM, UD, etc.)

Academic and Professional Experience

Professional

7+ years of experience in IT Service Management, predominantly in IT Operations Management

5+ years of experience with ServiceNow tool required

Academics

Certification as ServiceNow System certified administration

CIS in Discovery, Service Mapping, Event Mgmt, Cloud Mgmt

ITIL Foundations certification is preferred.

Bachelors degree or equivalent combination of education and experience.