About the Role
As a key member of our IT Service Management (ITSM) team, you will manage and support day-to-day ITSM processes within the ServiceNow platform. This role is essential in ensuring that our operations align with ITIL best practices and the organization's service management objectives. You will be responsible for reviewing, designing, and continuously improving Service Level Agreement (SLA) definitions, reporting, and service performance measurement frameworks.
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Responsibilities
- Manage ITSM processes within ServiceNow, ensuring compliance with ITIL best practices.
- Review and design SLA definitions, reporting, and performance measurement frameworks.
- Create and maintain operational reports, dashboards, scheduled reports, and KPI scorecards.
- Collaborate with business users, IT teams, and service providers for process improvements.
- Act as a subject matter expert (SME) for Incident, Request, Change, Problem, and other ITSM processes.
- Work with ServiceNow developers and administrators to translate business requirements into scalable solutions.
- Support Configuration Management Database (CMDB) governance activities, promoting data quality and integrity.
- Define and monitor CMDB health metrics, recommending improvements for accuracy and reliability.
- Coordinate with internal teams and external vendors to review performance, SLA compliance, and service improvements.
- Provide advisory support on ServiceNow integrations, ensuring data flow aligns with governance requirements.
- Assist with testing, troubleshooting, user support, and validation of ServiceNow enhancements.
- Facilitate discussions, workshops, and requirement-gathering sessions with stakeholders.
- Drive continuous improvement initiatives within ServiceNow processes, reporting, and service management practices.
Preferred Skills
- Strong understanding of ServiceNow ITSM modules and platform architecture.
- Knowledge of the ServiceNow SLA engine, SLA design, and performance reporting.
- Hands-on experience with ServiceNow reporting, dashboards, and scheduled reports.
- Good understanding of ServiceNow data model, core tables, and platform structure.
- Knowledge of KPI frameworks, metrics, and reporting methodologies, including custom reports and dashboards.
- Strong understanding of ITIL processes and service management best practices.
- Working knowledge of Business Rules, Client Scripts, Catalog Items, Workflows, Flow Designer, and integrations.
- Understanding of CMDB governance, CI lifecycle management, and configuration management principles.
- Strong communication and stakeholder management skills, with vendor engagement capability.
- Ability to influence decisions, drive improvements, and collaborate effectively with senior stakeholders.
