ITSM Process Architect
4 weeks ago
We are seeking a highly skilled ITSM Process Designer to drive consumption, adoption, and customer satisfaction, helping our customers grow their business on the ServiceNow platform.
Key Responsibilities:- Lead and collaborate with customers to leverage the ServiceNow platform and improve their ITSM and ITIL processes.
- Be a key member of an engagement team focused on delivering customer outcomes.
- Lead customer design workshops and guide customers in defining and refining business requirements for functional aspects of the solution.
- Draft user stories, acceptance criteria, testing strategies, 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 proposed solutions meet customer expectations.
- Contribute to continuous improvement of leading practices and grow and mentor other members of ServiceNow and the partner ecosystem.
- 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.
- 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.
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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ITSM Process Architect
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ITSM Process Architect
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