ITSM Process Architect

22 hours ago


Sterling Heights, Michigan, United States Nine Mind Solutions Full time
ITSM Process Designer

We are seeking a highly skilled ITSM Process Designer to drive consumption, adoption, and customer satisfaction by helping our customers maximize their ServiceNow investment. The ideal candidate will have a strong background in ITIL and ITSM process design, with experience in leading customer design workshops and guiding customers in defining and refining business requirements for functional aspects of the solution.

Responsibilities:
  • Lead and collaborate with customers in their efforts to leverage the ServiceNow platform to improve their ITSM and ITIL processes
  • Be a key member of an overall engagement team focused on delivering customer outcomes
  • Lead customer design workshops and guide customers in defining and refining business requirements
  • Draft user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them
  • Manage and communicate ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations
  • Contribute towards continuous improvement of leading practices
  • Growing and mentoring other members of ServiceNow and the partner ecosystem
Requirements:
  • Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL/ITSM Services environment
  • Experience in defining and deploying future-state ITSM processes and identifying solutions from a people, process, and technology perspective
  • Excellent communication and presentation skills
  • Experience in analyzing and recommending ITSM strategies based on business priorities
  • Excellent interpersonal skills, customer-centric attitude, and experience working with diverse teams
  • Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies
  • Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box
  • Strong documentation and technical writing experience
Desired Skills:
  • Experience with Scaled Agile Framework (SAFe) knowledge and experience
  • Experience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira Align

We are an equal opportunity employer and welcome applications from diverse candidates. Please submit your application, including your resume and a cover letter, to [insert contact information].


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