Service Management Consultant
3 weeks ago
We are looking for a passionate and results-oriented IT Service Management (ITSM) consultant with 5 years of experience in designing, implementing, and optimizing ServiceNow solutions for improved IT service delivery. Proven ability to collaborate with clients to understand their needs and translate them into customized ServiceNow configurations. Expertise in ITSM methodologies (ITIL) and a strong track record of achieving successful project outcomes.
Job Description
- Analyze client's current ITSM processes and challenges to recommend the most suitable ServiceNow modules (ITSM, ITOM, CSM).
- Run design workshops to help business analyst gather stories.
- Design workflows and configure the ServiceNow platform to automate tasks and streamline service delivery.
- Develop and deliver training programs to ensure users can effectively utilize the new ServiceNow system.
- Provide ongoing support, monitor system performance, and collaborate with clients to optimize their ServiceNow environment based on usage data.
- Supports the defect and enhancement processes with the Product/Process Owner, including validation and prioritization of defects and enhancements.
- Assists with UAT execution if appropriate.
- Supports process walk-through for training development.
Requirements
- Bachelor Degree in IT related discipline
- Minimum of 5 years experience of ServiceNow and/or Servicedesk implementation
- In-depth knowledge of ServiceNow as foundation. Should be well-versed in core ServiceNow modules (ITSM, ITOM, CSM) and their functionalities. Understanding of integrations with other systems is a plus.
- Familiarity with established ITSM frameworks like ITIL (v4/v3) is essential. Being able to translate these frameworks into practical ServiceNow configurations is key.
- A strong understanding of core IT service management processes like incident, problem, change, and service request management is crucial.
- Experience with workflow automation tools and scripting languages used within ServiceNow is valuable.
- The ability to analyze a client's current ITSM practices, challenges, and business goals is vital for recommending the right solutions.
- Should be able to translate client needs into tailored ServiceNow configurations that optimize workflows and address their specific pain points.
- Demonstrate an understanding of how ServiceNow implementations can lead to cost savings, increased efficiency, and improved service delivery.
- The ability to define and track relevant metrics to measure the success of the implemented ServiceNow solution is essential.
Tactics
IT Service Management
Management Consulting
UAT
Training Development
Change Management
ITSM
Healthcare
Automation Tools
Scripting
Consulting
ITIL
Business Analyst
ServiceNow
Business Development
Service Delivery
Certified Scrum Master CSM
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