IT Service Management Process Designer
4 hours ago
We are seeking a highly skilled ITSM Process Designer to drive business growth and customer satisfaction by helping our clients maximize their ServiceNow investment.
Key Responsibilities:- Lead and collaborate with customers to design and implement efficient ITSM processes on the ServiceNow platform.
- Develop and refine business requirements for functional aspects of the solution.
- Guide customers in defining and refining business requirements for functional aspects of the solution.
- Manage and communicate ITSM process and business requirements to the delivery team.
- Contribute to the continuous improvement of leading practices.
- Mentor and grow other members of the ServiceNow and partner ecosystem.
- Proven experience with the ServiceNow Customer Service Management (CSM) Module.
- Significant consulting experience in 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.
- 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.
- DoD 8570 IAM Level II certification required.
- ServiceNow CSM and ITSM certifications.
- Information Systems Security Engineering Professional (ISSEP) or Information System Security Architect Professional (ISSAP) certification desired.
Bachelor's degree in Systems Engineering, Computer Science, Information Systems, or a related technical field. Two years of related work experience may be substituted for each year of degree-level education.
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