ITSM process consultant

4 weeks ago

Reston, United States APN Consulting Full time
APN Consulting has an immediate need for a direct client requirement:
Role: ITSM process consultant with CMDB and Service Mapping Exp
Duration: 6 to 8 months Contract
Remote: 100%

Key Focus: ITIL, CMDB, Implementations. Process Improvements, Service Mapping, Discovery

Job Description
  • Service Provider Resource will work with CLIENT to capture, document and define the requirements for developing Service Mapping/ CMS (Content Management System) on the ServiceNow platform to meet the following objeService Provider Resource will work with CLIENT to capture, document and define the requirements for developing Service Mapping/ CMS (Content Management System) on the ServiceNow platform to meet the following objectives:
  • Assess the current capabilities and readiness for implementing service mapping and a CMS in CLIENT's London version of ServiceNow and prepare for any future upgrades to leverage future functionality.
  • Develop a detailed plan to design and implement service maps.
  • Using a combination of automated discovery, interviews with service/application owners and existing documentation, document the requirements for service maps.
  • Document any gaps related to customizations made by CLIENT and document the steps to resolve those customizations to out-of-the-box (standard) features.
  • Develop a CMS Strategy to implement a fully functional CMS to support future service mapping the configuration management objectives.
  • Provide Subject Matter Expertise on Service Mapping Projects and any other related activities, which support the ServiceNow platform.

Work Stream Description and Activities
  • Service Provider Resource will work with CLIENT to determine and submit the enhancements to ServiceNow Configuration Management, Discovery and Service Mapping components on the ServiceNow platform. The focus of this work stream will be to provide support for assessing the current state to determine the ability to leverage ServiceNow functionality and processes including, but not limited to: DocuSign Envelope ID: 12F7B150-5F15-42C6-9DDB-812DD949961A
  • Participate in any scheduled project-related workshop activities with assigned CLIENT resources to understand the requirements and process for enhancing the CMS and mapping services.
  • Support the evaluation of the current ServiceNow architecture and configuration to determine readiness for a fully functional CMS and service mapping.
  • Determine any customization drift from the out-of-the-box configuration and develop a plan to resolve any issue related to leveraging the native features of the ServiceNow platform.
  • Coordinate with CLIENT to ensure appropriate resources are assigned to manage the CMS and service maps (i.e., Process Owners, Service Owners, Application Owners, Infrastructure Owners and Support Groups).
  • Coordinate with CLIENT to determine services to be mapped.
  • Involved with conducting a gap analysis and creating a plan to address the gaps
  • Create a detailed and repeatable plan framework and template to implement service maps and enhance the CMS to support future management.
  • Assist with documenting stakeholders and their requirements for the CMS and service maps.
  • Involved with conducting a stakeholder analysis in order to create a communications and training plan for creating and managing the CMS and service maps in the future.

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