Offer summary

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or a related field; advanced degree preferred., Minimum of 5 years of experience in IT Service Management and hands-on experience with ServiceNow., Strong understanding of ITIL frameworks and Network Connectivity Services workflows., Excellent communication skills and leadership experience to mentor a team..

Key responsabilities:

Lead and mentor the ITSM team to achieve excellence in service delivery.

Manage and optimize the ServiceNow platform for ITSM processes.

Collaborate with stakeholders to define business requirements and translate them into technical solutions.

Monitor ITSM metrics and generate reports to identify trends and areas for improvement.

Job description

Title: ITSM Lead and ServiceNow Expert
Location: Remote
Duration: Long Term
Open Positions: 2

Description:

ITSM Lead and ServiceNow Expert (ITSM Process and Network Connectivity Services)
We are seeking an experienced Senior ITSM Professional with extensive knowledge of ServiceNow to join our dynamic team.
The ideal candidate will possess a deep understanding of IT Service Management principles, a proven track record of successful ServiceNow implementations, and the ability to drive ITSM best practices across the organization.
This role requires a strategic thinker, a collaborative leader, and a hands-on problem solver who can lead and mentor the ITSM team to achieve excellence in service delivery.
Work closely with service owners to provide ITSM expertise and leadership for Demand Management, Service Request Management, Service Level Management, Incident Management, Problem Management, Knowledge Management, and Continual Process Improvement.
Plan Service Delivery workflows and translate requirements for development.
Maintain standards and approaches defined for the Service Request process.
Vet all incoming enhancement requests related to portal/catalog items.
Serve as a Business Analyst for all catalog-related requests.
Represent Network Connectivity Services requirements with the ServiceNow team, ensuring successful integration.
Lead the design, implementation, and maintenance of ITSM processes using ServiceNow, ensuring alignment with industry best practices.
Manage and optimize the ServiceNow platform to support ITSM processes, including Incident Management, Problem Management, Change Management, and Service Catalog.
Collaborate with stakeholders to define and document business requirements, translating them into technical solutions on the ServiceNow platform.
Develop and deliver training programs to educate users on ITSM processes and the effective use of ServiceNow.
Monitor and analyze ITSM metrics, generating reports to identify trends, areas for improvement, and opportunities for automation.

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or a related field. Advanced degree preferred.
Minimum of 5 years of experience in IT Service Management, with at least 5 years of hands-on experience with ServiceNow.
Proven track record of successful ServiceNow implementations and process improvements
Strong understanding of ITIL frameworks and their application within an ITSM context
Strong understanding of Network Connectivity Services workflow including LAN, WAN, Datacenter and Network Security
Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
Analytical mindset with the ability to troubleshoot complex issues and develop innovative solutions.
Leadership experience with a demonstrated ability to lead and mentor a team.
ServiceNow certifications, such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS), are highly desirable.