Job Title: IT Service Management Program Specialist
Location:
Remote until further notice. Candidates must work EST time. Candidates from
PA, NJ, NY, DE, and OH (LOCAL ONLY)
will be given preference.
Duration: 12+ Months
Location
Remote until further notice. Candidates must work EST time. Candidates from PA, NJ, NY, DE, and OH will be given preference.
Team
1 Information Technology Service Management (ITSM) Program Specialist
Objective
The client is issuing this statement of work (SOW) for the role of Information Technology Service Management (ITSM) Program Specialist to address responsibilities that are needed to accomplish the goals and requirements of the clients Information Technology (IT) Technology and Innovation (TIM) team. The candidate will work at the direction of the IT Quality Manager to provide operational efficiencies and strategic enhancement of the ITSM processes utilizing the ServiceNow platform.
Description of Duties
The selected Candidate will perform the following duties with the ability to work independently in a cross-functional, decentralized managed team environment:
Provide guidance, input, and recommendations on the prioritization of ITSM initiatives
Analyze, guide, and promote operational efficiencies and strategic enhancement of the ServiceNow ITSM functions and capabilities
Collaborate across decentralized, cross-functional ITSM teams to obtain consensus on updates and improvements to the change, problem, and incident processes
Serve as a guardian of ITSM principles and processes to ensure related functions are being optimized and enhanced to utilize the capabilities of the ITSM platform
Utilize experience with the ITIL framework to assess, develop, and advocate for practical ITSM maturity efforts
Lead and participate in planning and prioritization planning and prioritizing ITSM enhancements to best serve the client
Serve as a key contributor and collaborate with stakeholders in developing an ITSM platform roadmap/strategy planning
Participate with key ITSM platform development resources in planning and deploying feature releases and upgrades
Act as a liaison between IT stakeholders, ensuring a clear understanding of service management goals and requirements with related ITSM records.
Collaborate and coordinate with members of the IT Asset Management (ITAM) program for asset and Configuration Management Database (CMDB) related functions
Mentor service management professionals, fostering a culture of continuous improvement and collaboration
Recommend, monitor, and report on key performance indicators (KPIs) related to service management processes to track process performance
Lead the change and problem-management processes, ensuring adherence to standards and procedures
Performs related duties as assigned.
Desired Skillset
The ideal candidate will have extensive ITSM experience with a minimum of five (5) years of expertise as ITSM specialist, a minimum of three (3) years as an ITSM Change Manager, experience implementing and leading a Change Advisory Board (CAB), and an understanding of the ITSM process relationship with IT Asset Management (ITAM).
Additional beneficial skills include:
ServiceNow platform experience in Project, Demand, Request, Change, Problem, and Incident, Software Asset Management Professional (SAMPro) and Hardware Asset Management Professional (HAMPro)
Proven experience as a Problem Manager
ITIL Certification
Experience leading enhancements and updates with cross-functional teams
Experience in managing multiple initiatives, establishing deadlines, and mitigating risks
Organization Change Management (OCM)
ServiceNow Certified Administrator (CSM)