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ServiceNow ITSM Functional Lead

2 months ago

Harrisburg, Pennsylvania, United States LingaTech Full time
Job Summary

LingaTech is seeking a highly skilled ServiceNow ITSM Functional Lead to oversee the functional and business process aspects of IT Service Management. As a key member of our team, you will provide expert guidance on ServiceNow capabilities and best practices, leading development efforts and ensuring effective communication and collaboration across teams.

Key Responsibilities
  • Technical Leadership: Provide expert guidance on ServiceNow capabilities, customization options, and best practices to ensure seamless implementation and optimization of ITSM processes.
  • Project Coordination: Coordinate and lead technical/functional development and support of ServiceNow requests, projects, and tasks, ensuring timely completion and high-quality results.
  • Requirements Documentation: Document requirements and user stories in detail, as determined by the client, using established standards and methodologies.
  • Progress Tracking: Document progress and other details relating to the work being performed within the appropriate systems of record, such as ServiceNow RITMs, Tasks, and Azure DevOps.
  • Testing and Quality Assurance: Perform technical functions, including configuring, coding, testing, and writing automated test scripts using ATF, data loads, and scripting, to ensure high-quality results.
  • Change Management: Document and demonstrate changes to stakeholders, as directed, and work with the system administration team to have changes coded and peer-reviewed, then implemented into production.
  • Knowledge Transfer: Provide documentation and knowledge transfer on changes, as well as guidance and support to the application support team, as needed, for troubleshooting issues or answering questions.
  • Business Process Improvement: Focus on ease of use for customers, users, and management, and review, advise, and approve changes and designs to the ITSM and other technologies.
  • Collaboration and Communication: Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
Requirements
  • Expertise in ServiceNow: 8+ years of expertise in delivering services via ServiceNow for projects of various sizes and subject matter.
  • Business Process Design: 5+ years of experience with designing business processes for ServiceNow implementation.
  • ServiceNow Implementation: 5+ years of experience in delivering ServiceNow services as described within this request.
  • Business Analysis: 2-3 years of experience working in a Business Analyst capacity.
  • Leadership and Communication: Experience working with, and giving presentations to, senior leadership and stakeholders.
  • ServiceNow Certifications: ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) and one or both of the following certifications: Certified Business Analysis Professional (CBAP) and Certified Software Quality Analyst (CSQA).