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ServiceNow Implementation Specialist

1 month ago

Grand Rapids, Michigan, United States Talent Groups Full time

We are seeking a seasoned ServiceNow expert to lead the implementation and enhancement of our Customer Service Management (CSM) and IT Service Management (ITSM) platforms. As a key member of our team, you will provide functional and technical expertise across CSM, ITSM, Service Portfolio Management (SPM), IT Operations Management (ITOM), and Incident, Problem, and Change Management (IRM).

Key Responsibilities:

  • Design, implement, and configure ServiceNow for external and internal stakeholders, ensuring seamless integration with existing systems.
  • Optimize CSM and ITSM to meet Service Level Agreements (SLAs) and functional requirements, driving business value and customer satisfaction.
  • Collaborate with IT Security and Infrastructure teams to ensure platform security, compliance, and data integrity.
  • Support the creation of platform roadmaps and shape enterprise platform consumption, aligning with business objectives and strategic initiatives.
  • Interface with stakeholders to develop and validate acceptance criteria, ensuring clear expectations and successful project outcomes.
  • Perform application maintenance, including performance monitoring, error resolution, and continuous improvement.
  • Participate in Agile ceremonies and adhere to platform governance and policies, promoting a culture of collaboration and innovation.

Qualifications:

  • Bachelor's Degree in a relevant field or equivalent experience, with a strong foundation in IT and business operations.
  • Proven experience in ServiceNow platform implementation and enhancement, with a focus on CSM, ITSM, SPM, ITOM, and IRM.
  • Strong expertise in SAFe Agile framework and experience with Agile methodologies.