Job Summary:

The ServiceNow ITSM plays a crucial role in managing and optimizing IT service management processes within the organization. You will be responsible for supporting and improving ITIL-based processes, including Incident Management, Request Management, Service Level Agreements (SLA), Knowledge Management, and operational readiness. This position requires strong technical knowledge of ServiceNow or similar ITSM tools and a proactive approach to onboarding new business units, integrating users, and ensuring seamless process adoption.

Key Responsibilities:

1. Data Gathering & System Design:

  • Collect and validate Configuration Management Database (CMDB) and other configuration item (CI) data.
  • Design and propose ITSM tool migration plans.
  • Establish logical relationships between data points for accurate system representation.

2. Daily ITSM Activities:

  • Engage with IT users to monitor and improve ITIL process adherence.
  • Identify process breaches and recommend areas for improvement.
  • Collaborate with ITSM Experts to support daily operations and strategic initiatives.

3. User Management & Access Control:

  • Create and configure user accounts in ITSM tools, ensuring appropriate access permissions.
  • Manage access control to maintain data confidentiality and integrity.
  • Define and document user roles and responsibilities within the ITSM framework.

4. Training & User Onboarding:

  • Conduct training sessions and create educational materials to familiarize users with ITSM processes and tools.
  • Provide ongoing support and guidance to new users for a smooth onboarding experience.
  • Introduce and explain ITSM workflows, procedures, and best practices.

5. Process & System Integration:

  • Collaborate with stakeholders to plan and execute seamless user/system integration into ITSM workflows.
  • Identify and mitigate risks associated with system transitions.
  • Collect user feedback to improve future onboarding experiences and process enhancements.

6. Project Planning & Risk Management:

  • Work with IT teams, business units, and external vendors to develop comprehensive project transition plans.
  • Assess potential risks and develop mitigation strategies to minimize business impact.
  • Ensure alignment between IT services and business objectives through thorough planning and execution.

Qualifications & Experience:

  • Experience: 5-9 years in IT service management, IT operations, managed services, or service delivery environments.
  • Technical Expertise: Hands-on experience with ServiceNow or other ITSM platforms.
  • ITIL Knowledge: Advanced understanding of ITIL v3 or v4 frameworks (certification required).
  • Data & Process Management: Experience with CMDB, data validation, and ITSM tool transitions.
  • Training & Communication: Strong ability to deliver process training and produce user-friendly documentation.
  • Process Improvement: Proven experience in continuous improvement methodologies and process automation.

Preferred Skills:

  • Experience with IT service transitions, operational readiness, and service design practices.
  • Ability to work collaboratively with cross-functional teams and manage multiple projects.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication and stakeholder management capabilities.
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