ServiceNow ITSM Lead Implementation

5 days ago

Jefferson City, United States RICEFW Technologies Full time

LOOKING FOR LOCAL CANDIDATES ONLY.Purpose: Needs to enlist expertise to spearhead a modernization initiative aimed at upgrading their IT processes. This work involves transitioning from Cherwell ticketing system to ServiceNow Information Technology Service Management (ITSM) with a full implementation of Incident Management, Request Management, Change Management, Problem Management, and Knowledge Management for the Office of Administration. In addition, the State requires implementing an Identity Governance and Administration (IGA) solution to streamline and enhance provisioning, deprovisioning, and employee transfers for IT service operations. This will tie the already implemented Common Service Data Model (CMDB) to these processes. Responsibilities:Analyze /Design: Review ServiceNow Process Design Documents, Architecture Diagrams and business requirements Validate key use cases and finalize design Review and recommend updates to documented requirements Build: Configure ServiceNow ITSM and required integrations utilizing the current Employee Center Portal (Prototype and validate design): Incident Management Problem Management Request Management Major Incident Management Change Management (publish up to 10 Standard Changes) Ensure non-con agencies cannot view any agency data Knowledge Management Service Requests (build up to 12 Catalog Items: 4 low, 4 med, 4 high complexity items (to include on-boarding items)) Service Level Management Configuration Management (CMDB); CSDM data required for incident form If required, Expansion and refinement of the foundation Data Integrations (up to 5 unidirectional and up to 5 bidirectional) Validate/Configure ServiceNow ITOM Discovery Develop automated test scripts (ATF) for ITSM submissions and fulfillment Conduct Unit Testing Review and approve ServiceNow configurations Real-time data exchange Test: Facilitate State's User Acceptance Testing Run ATF scripts Engage end users and integrated application teams for user acceptance testing of consolidated provisioning/deprovisioning functionality Resolve defects and issues identified in UAT Deploy: Deploy platform configuration from Dev to Test to Prod environment Provide Architectural and Technical design documents Deliver as designed training for the ServiceNow Administrators for the SoM Lead/Architect Requirements 4+ years' experience leading and managing ServiceNow projects 2+ years' experience with ITIL framework 2+ years' experience with ITSM 2+ years' experience with ServiceNow CSDM version 4.0 or higher framework Certified ServiceNow CMA or CTA is preferred Skills Matrix: Skill Years of Experience Required Required/Desired Candidate Years of Experience Note Leading and managing ServiceNow projects 4+ years Required ITIL framework 2+ years Required ITSM 2+ years Required ServiceNow CSDM version 4.0 or higher framework 2+ years Required Certified ServiceNow CMA or CTA Desired

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