ServiceNow Service Management Incident Process Owner

What You Will Do:

• Review, recommend, design, and drive implementation of enhancements to the incident process.
• Document and maintain incident process and procedures.
• Participate in Agile process, story discussions and other Agile process areas.
• Review stories for accurate definition and acceptance criteria.
• Participate in requirements discussions and help resolve cross-functional conflicts.
• Provide formal process testing and UAT sign-off.
• Ensure consistent execution of the process across the organization.
• Consult and influence Service Owners/Managers on proper implementation of the Common Service Data Model (CSDM).
• Document and maintain service process and procedures.
• Work closely with the platform owner and stakeholders to prioritize the relevant backlog.
• Actively participate in project and scrum meetings.
• Partner with other business functions to support cross functional projects and modernization initiatives across the organization.
• Participate in project and governance meetings to ensure proper alignment across multiple functions and towers.
• Manage process workload and SLA’s.
• Participate in platform upgrades.
• Demonstrate a strong technical acumen and capability, with proven results.
• Champion ServiceNow space and drive best practices.
• Measure and manage key indicators to drive global adoption of the Incident Management Process.

Required:

• 5+ years’ experience with increasing management of ServiceNow Incident Process Ownership.
• Established knowledge in ServiceNow and ITIL.
• Strong written and verbal communication skills.
• Skilled servant leader and able to work with a diverse team of IT professionals.
• Experience working with a global team across multiple regions and time zones.
• Experience working in a matrixed organization.
• Working knowledge of various best practice frameworks including ITIL, service management, Agile/scrum, project management, etc.

Desired:

• ITSM Certification

Education:

• Bachelor’s Degree in Computer Science or related discipline.

GalaxE is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and predictive analytics tools as part of a broad artificial intelligence strategy that provides effective impact and data-driven business transformation.

Since its founding, GalaxE has been dedicated to advancing the benefits of technology. As we continue that legacy and look to the future, a focus on business enablement through agile, cost-efficient, and effective integration of people, process, and technology anchors our success. We revolutionize change in the costs of doing business that transform companies and their ability to leap beyond the competition.

At GalaxE we value people and are committed to diversity and inclusion where our employees are made to feel comfortable and are encouraged to be authentic. We focus on cultivating both traditional IT and non-traditional, new collar, workers through our Outsource to America®, program.

We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership of the work they produce and bring it each and every day. Working with like-minded team members you will get a chance to discover, develop, and use cutting-edge technologies to transform the way we deliver creative business solutions.

Sound like you? Join us and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let’s build something, together. #WeAreGalaxE

*Equal Opportunity Employer/Veterans/Disabled

** Pay is based on several factors including market location and may vary depending on actual job-related knowledge, skills, and experience.

Physical Requirements:

• Prolonged periods of remaining stationary at a desk and working on a computer
• Must be able to lift to 15 lbs., as needed
• Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)
• Occasionally required to bend, kneel, crouch, and reach overhead.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment.
• Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.

Employees must be able to perform the physical requirements of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

For more information, please visit https://www.galaxe.com/