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ServiceNow ITSM Specialist

2 months ago

Plano, Texas, United States NTT DATA Full time
Job Summary

NTT DATA is seeking a highly skilled ServiceNow ITSM Specialist to join their team. As an ITSM Specialist, you will be responsible for representing the company in working closely with our ServiceNow implementation partner to ensure the successful design, development, and deployment of the ServiceNow platform.

Key Responsibilities
  • Act as the primary point of contact between NTT DATA and the ServiceNow implementation partner, facilitating effective communication and collaboration throughout the project lifecycle.
  • Gather and document business requirements from internal stakeholders, ensuring alignment with ITSM best practices and organizational objectives.
  • Collaborate with the implementation partner to design, develop, and implement ITSM processes on the ServiceNow platform, including Incident, Problem, Change, Service Request, and Knowledge Management.
  • Review and validate ServiceNow configurations, customizations, and workflows developed by the implementation partner to ensure they meet business needs and technical standards.
  • Oversee functional testing, user acceptance testing (UAT), and go-live activities, ensuring a smooth transition to the new ITSM platform.
  • Provide input on ServiceNow platform upgrades, patching, and maintenance activities, ensuring alignment with the overall IT strategy and minimizing disruptions to business operations.
  • Develop and implement performance metrics, KPIs, and reporting tools to monitor the effectiveness of ITSM processes and identify areas for improvement.
  • Facilitate training sessions and workshops for end-users and IT staff to ensure effective adoption of the ServiceNow platform.
  • Ensure compliance with ITSM policies, standards, and regulatory requirements throughout the implementation process.
  • Stay up-to-date with the latest ServiceNow features, updates, and industry trends to provide informed recommendations for continuous improvement.
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will also be considered.
  • 7+ years of experience in IT Service Management, with a strong focus on ServiceNow platform implementation and administration.
  • Experience working in a client-facing role, ideally in collaboration with a third-party implementation partner.
  • Proven experience in designing and implementing ITSM processes, workflows, and automation on the ServiceNow platform.
  • Strong understanding of ITIL best practices and experience applying them in an enterprise environment.
  • Excellent communication and interpersonal skills, with the ability to manage relationships with both technical and non-technical stakeholders.
  • ServiceNow Certified System Administrator (CSA), ITIL Certification, Certified Implementation Specialist (CIS) are highly preferred.
  • Ability to work independently and collaboratively, managing multiple priorities in a fast-paced environment.