Technology | Service Management Behavioral | Aptitude | Good analytical skills, ability to under biz outcomes and find ways to deliver. Behavioral | Communication | Strong communication skills Technology | Documentation | Experience in good quality documentation Behavioral | Collaboration | Ability to collaborate with multiple stakeholders for deliverables Behavioral | Time management | Adapt at managing time to deliver on commitments and improvise to find ways to fast track Behavioral | Execution excellence | Drive high quality in all aspects of work activities Education Qualification : Bachelor s degree/diploma in computer science or information technology or equivalent Certification Mandatory / Desirable : Technology | ServiceNow certification(s) such as Certified Implementation Specialist (CIS) in IT Service Management or equivalent and ITIL Certified | Mandatory The ServiceNow ITSM Lead is a pivotal role responsible for overseeing the implementation, maintenance, and continuous improvement of the ServiceNow IT Service Management (ITSM) platform within the organization. The ITSM Lead plays a crucial role in enhancing IT processes, optimizing service delivery, and ensuring efficient incident, problem, change, and request management. Responsibilities: Platform Implementation and Management: - 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. - Configure and customize workflows, forms, fields, notifications, and automation within the ServiceNow platform. Process Improvement: - 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. - Continuously monitor and evaluate ITSM processes, making recommendations for optimization and efficiency gains. Incident, Problem, Change, and Request Management: - Define and maintain incident, problem, change, and request management processes and workflows. - Ensure timely and effective handling of incidents, problems, changes, and service requests, adhering to defined SLAs and OLAs. - Provide guidance and support to the IT support team for complex incidents, problems, and changes. Service Catalog and Portal Management: - Design and manage the service catalog, defining service offerings and service request workflows. - Create and maintain an intuitive and user-friendly self-service portal for end-users to submit service requests and access information. Reporting and Analytics: - Develop and generate regular and ad-hoc reports and dashboards to monitor ITSM performance, key metrics, and KPIs. - Provide data-driven insights to stakeholders for informed decision-making and continuous improvement. Stakeholder Collaboration: - Collaborate with internal and external stakeholders, including IT teams, business units, and vendors, to gather requirements and ensure alignment of ITSM initiatives with business needs. Training and Documentation: - Develop training materials and conduct training sessions to educate end-users, IT staff, and stakeholders on ITSM processes and the ServiceNow platform. - Maintain thorough documentation of ITSM processes, workflows, configurations, and changes. Leadership and Team Management: - Lead and mentor a team of ServiceNow administrators, analysts, and support staff. - Provide guidance, performance feedback, and support for professional development. - Proficiency in JavaScript, Glide scripting, AngularJS, REST API, SOAP, and integration techniques.
