IT Support Engineer III (Service Now)

As an Incident Management Specialist, you will play a crucial role in overseeing the ServiceNow Catalog Forms Governance Program to uphold compliance and prevent duplicates. Your responsibilities will revolve around identifying potential issues, gathering requirements from IT teams and senior leaders, and developing solutions for incident resolution. Additionally, you will be tasked with creating action plans to mitigate incident trends and collaborating with IT teams to implement effective resolutions. Your role will also involve ensuring that all activities within the incident management process are executed at a high level of quality to meet associated Service Level Agreements. You will actively participate in the development, implementation, and maintenance of the knowledge base within ServiceNow. By creating processes with repeatable procedures, your objective will be to minimize the number of incidents and enhance operational efficiency. Collaboration and communication are key aspects of your responsibilities, as you will facilitate regular incident management meetings with various teams to monitor incident backlogs. You will work on implementing new services to enhance the incident management process and integrate these services into the existing support framework. Furthermore, your involvement in Continual Service Improvement (CSI) and optimization of knowledge and problem management processes will be essential in reducing incident volumes. To excel in this role, you should hold a Bachelor's degree in computer science or a related field, along with certifications in ServiceNow, ITIL Foundation, and ITIL Practitioner. With at least 3-5 years of experience in a similar capacity, your strong stakeholder management and analytical thinking skills will be valuable assets. Additionally, your ability to multitask, prioritize, and work effectively both independently and within a team setting will be crucial for success in this role. Your dedication to meeting deadlines, along with excellent communication, presentation, and research skills, will further enhance your performance. Limited business travel may be required, not exceeding 10% of your working time. If you are a self-starter with a penchant for problem-solving, organizational efficiency, and process optimization, this role offers an opportunity for you to leverage your skills and contribute significantly to incident management processes.,