IT Service Management Specialist
2 days ago
We are seeking an experienced IT Service Management (ITSM) professional to join our ServiceNow team at TEKsystems. As an ITSM Engineer, you will play a key role in designing and implementing a world-class Event Management platform on ServiceNow.
Key Responsibilities:
- Configure and maintain ITSM tool configurations to ensure optimal performance and efficiency.
- Support the development and execution of ITSM policies and procedures to drive process automation and improvement.
- Contribute to the development of a strategic approach for process automation, training, and communication planning to enhance team knowledge and prevent recurrences.
- Foster collaborative interfaces with diverse disciplines and areas within IT and across the organization to drive ongoing maintenance and enhancement efforts for the ITSM system.
- Monitor, evaluate, and identify strategies to optimize processes, services, systems, and analysis to minimize business disruptions.
- Provide responsive Incident Management support to ensure effective communication on incident status and collaborate closely with Application Development, Infrastructure, and other stakeholders.
- Develop, monitor, and analyze key metrics to demonstrate the health, performance, and achievement of goals within the application.
- Develop, monitor, and help with the business and process analysis of key metrics relating to service operations delivery, including but not limited to SLAs, SLOs, etc.
Requirements:
- Hands-on experience with ITSM tool configurations and maintenance.
- Strong understanding of ITSM policies and procedures.
- Ability to develop and execute strategic approaches for process automation, training, and communication planning.
- Excellent collaboration and communication skills.
- Strong analytical and problem-solving skills.
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