Technical Specialist - Service Management

Required Skills

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.