IT Service Management Consultant
2 weeks ago
Employment Type: Full time
Worksite Flexibility: Remote
Position Overview
As a Problem Management Process Consultant, you will play a crucial role in supporting our ServiceNow ITSM systems and processes specifically focused on Problem Management.
Key ResponsibilitiesIn this position, you will:
- Conduct thorough process analysis, mapping, and root cause evaluations to identify business needs and challenges.
- Enhance and continuously refine Problem Management processes to ensure optimal performance.
- Collaborate with various stakeholders to gather business requirements and implement effective solutions across different systems.
- Execute root cause analyses to identify underlying issues.
- Demonstrate proficiency in managing problems from initiation to resolution, ensuring all action items are addressed.
- Maintain comprehensive documentation and records of business systems.
- Assist in system testing, ensuring that enhancements and integrations function accurately and efficiently in line with business requirements.
- Contribute to the creation and upkeep of process documentation and training materials.
- Serve as an escalation point for complex issues, working closely with team members to find resolutions.
Required:
- Bachelor's degree and a minimum of 5 years of relevant experience.
- Extensive experience in Problem Management, including facilitating root cause analyses and creating supporting documentation.
- Solid understanding of ITSM applications and processes.
- Strong analytical and problem-solving skills to develop technology solutions that address business challenges efficiently.
- Experience in data extraction and analysis to drive continuous process improvements.
- Excellent verbal and written communication skills.
- A collaborative team player with a strong work ethic, adaptability, and the ability to shift priorities as needed.
- Exceptional organizational skills and attention to detail, capable of managing multiple tasks simultaneously.
Preferred:
- ServiceNow Admin (or higher) certifications are preferred but not mandatory with equivalent experience.
- Familiarity with ITIL concepts and IT Service Management practices (ITIL v3 certification is a plus).
- Knowledge of Agile methodologies and SCRUM practices is advantageous.
This role involves sedentary work, primarily sitting or remaining stationary, with occasional movement around the workspace for meetings. The ability to perform repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor is essential.
Equal Employment Opportunity StatementCAI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or being a protected veteran.
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