IT Service Management Consultant

2 weeks ago

Coppell, Texas, United States The Judge Group Full time

This position is a contract-to-hire opportunity with a hybrid work model.

Experience with the Employee Center in ServiceNow is highly desirable.

Key Responsibilities:

  • Evaluate and enhance the current Service Request catalog.
  • Design and deploy the ServiceNow Employee Center using the optimized catalog.
  • Oversee the IT Service Management Knowledge and Service Request processes, ensuring they are effective, efficient, and responsive to customer inquiries while complying with established policies and controls.
  • Create training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) to promote ongoing adherence to the Service Request process.
  • Collaborate with SROs to refine the Service Request Catalog, Service Portal, and Employee Center.
  • Advise SROs on relevant procedures, job aids, process flows, and controls that facilitate Service Request and Knowledge Management processes.
  • Develop, track, and report on Key Performance Indicators to ensure compliance with senior management expectations.

Qualifications:

  • Proven experience with ServiceNow (mandatory).
  • Familiarity with the ServiceNow Employee Center Unified Portal (mandatory).
  • Strong ability to collaborate and communicate effectively with diverse stakeholders to ensure a compliant and effective platform.
  • Proficient in Microsoft Office tools (Project, Word, Excel).
  • Experience with Atlassian tools (JIRA, Confluence).
  • Knowledge of various data interpretation techniques.
  • Experience with Agile methodologies and concepts.
  • Understanding of ITIL modules such as Incident, Problem, Change, Configuration, Release, Service Portal, and Knowledgebase.
  • Ability to adhere to regulatory documentation procedures and requirements.

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