It will have direct management responsibility for the following teams: ITSM Management (Processes and Tools), Incident, Change, Problem, Configuration, and Service Transition
How you will do it
- Define roles and responsibilities for the new IT Service Management Organization
- Successfully mature the IT organization by delivering best practices supporting Service Management and the overall IT Service organization
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB, and other IT Service Management processes
- Responsible for creation, management, and maintenance of the IT Catalog of Services and its supporting service delivery model
- Develop process strategy and build stakeholder buy in
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting
- Provide tactical and strategic recommendations based on ITSM KPIs
- Find opportunities for efficiencies in work processes and innovative approaches to improving operational effectiveness
- Be an agent for continuous improvement and utilize ServiceNow to conduct relevant research and data analysis
- Work with ServiceNow administrators and developers to improve existing IT processes to better support our mission, improve customer satisfaction and operational effectiveness
- Identify automation opportunities
What we look for
Required
- Ten (10+) years of work experience in Technology or equivalent field
- Ten (10+) years working in ServiceNow or related service
- Experience with Agile methodologies
- ITIL certification/fundamental understanding of ITSM and ITIL principles
- Experience as a Business Analyst or equivalent role
- Bachelor's Degree, or greater
Preferred
- ISO Background
- IProject Management Certification
