ServiceNow ITAM + ITIL

Role: ServiceNow ITAM + ITIL (ServiceNow Process Manager)

Location: Allentown PA

Model: Onsite

Type: Contract

Duration: Long Term

Must have: Hardware asset Management & Software asset Management

Manager Note:

Experience as an IT Asset Manager. Hardware and Software

Preferred someone with ITIL, ITAM, CMDB training and Certification

Create and implement policies for the acquisition, maintenance, and disposal of assets throughout the organization.

Keep track of the assets throughout their lifecycle and ensure that they're compliant with organizational policies.

Track and manage licenses, compliance, usage, cost

Looking for person who uses a platform, like ServiceNow to help manage IT Asset Management processes

Roles & Responsibilities

Process Management

Design, implement, and manage ITSM processes using the ServiceNow platform.

Ensure processes are aligned with ITIL best practices and organizational objectives.

Monitor and measure the effectiveness of ITSM processes and make continuous improvements.

Stakeholder Engagement

Collaborate with business units, IT teams, and stakeholders to gather requirements and understand business needs.

Act as the primary point of contact for process-related inquiries and issues.

Facilitate communication between stakeholders to ensure a common understanding of process goals and objectives.

Process Optimization

Identify areas for process improvement and implement solutions to enhance efficiency and effectiveness.

Conduct regular process reviews and audits to ensure compliance and identify opportunities for improvement.

Develop and maintain process documentation, including workflows, procedures, and policies.

Training and Support

Provide training and support to IT staff and end-users on ITSM processes and the ServiceNow platform.

Develop training materials and conduct workshops to promote process adherence and best practices.

Offer guidance and support for process-related issues and challenges.

Reporting and Analytics

Develop and maintain dashboards and reports to track process performance and key metrics.

Analyze data to identify trends, areas for improvement, and potential risks.

Present findings and recommendations to senior management and stakeholders.

Governance and Compliance

Ensure ITSM processes comply with organizational policies, industry regulations, and ITIL standards.

Implement and manage process governance frameworks to maintain consistency and control.

Conduct regular reviews and audits to ensure compliance with established standards.

Project Management:

Lead and manage process improvement projects from inception to completion.

Develop project plans, timelines, and budgets to ensure successful project delivery.

Coordinate with cross-functional teams to ensure project milestones are met.

Qualifications

Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.

Minimum of 5 years of experience in IT service management, process management, or a related field.

Proven experience with the ServiceNow platform, including configuration and administration.

Strong knowledge of ITIL framework and best practices.

Proficiency in ServiceNow platform and ITSM modules.

Experience with process mapping and workflow design.

Strong analytical skills and the ability to interpret data and metrics.

ITIL Foundation Certification (required)

ServiceNow Certified System Administrator (CSA) (preferred)

ServiceNow Certified Implementation Specialist (preferred)