IT Service Management Specialist

Title: IT Service Management Specialist (ITSM Specialist)

Sector: IT & Services Consulting

Location: Permanent Work From Home (Anywhere in India)

Duration: 1 year - Renewable contract

Working Hours: Monday to Friday, Eastern Standard Time Zone

The IT Service Management Specialist will provide support for the Managed Services tool sets and supporting processes and procedures. This includes providing daily support for operational needs and managing ticket distribution to ensure all client access management requests are handled on time. The ITSM Specialist will also provide Subject Matter Expert (SME) support for the ITSM ticketing system.

Reporting to the Manager, Application Development, Managed Services, the ITSM Specialist will regularly engage with system stakeholders and cross-functional teams to ensure the smooth, ongoing operation of our Keystone Technical Support Center and ticket management systems, as well as their proper evolution to meet ever-changing business needs.

The successful candidate will have a solid background in supporting external customer-facing systems and an understanding of IT service management principles and best practices. They should also have a good working knowledge of industry-leading IT help desk tools and trends.

Responsible for the delivery, maintenance, and support of the enterprise ServiceNow application. Designated subject matter expert of the ITSM Ticketing System, and providing system administration duties for critical tools and applications for the Managed Services teams. Support end users and key stakeholders in a timely and professional manner to support daily operations.

• Act as SME with respect to technical and functional design requirements, general data concepts, mapping, and relationships.
• Troubleshoot and fix issues related to Service Now.
• Provide administrative support for users, roles, and groups.
• Provide technical support for the existing ServiceNow environments, applications, and modules
• Maintaining and reviewing the effectiveness and efficiency of all ITSM processes
• Support the upgrades and evolution of ServiceNow
• Monitor assignment group queues in ServiceNow and proactively assume ownership of incidents and requests
• Work with other members of the Platform team on an as-needed basis to ensure that the design and processes meet technical requirements.
• Validate Service request requirements and work them to completion in ServiceNow
• Participate with operational teams to identify enhancement opportunities for improvement and work to implement enhancements
• Other Sys admin duties as assigned

Platform Management – Define/maintain process and procedure documentation to support Service Operation best practices.

• Build and maintain key artifacts for operational support (process and procedure documentation, workflows, checklists, etc.)
• Provide training and guidance to support teams, including new hire onboarding, and new features
• System Audit requirements – regularly review access management to key systems to ensure that systems are secure and audit requirements are met (SOC audit).
• Designing, developing, and configuring workflows, forms, scripts, and underlying logic in ServiceNow.
• Contributing to QA strategy, including solutions for unit, regression, and acceptance testing.
• Collaborating on code integration/test/deployment.
• Maintaining ServiceNow certification and following the learning track.
• Regular participation in ServiceNow webinars and training sessions.
• Applying knowledge from ServiceNow training modules to improve processes.
• Regularly updating system plug-ins and applications for optimal performance and security.
• Performing system audits of business rules, error logs for integrations, and email transaction failures.
• Reporting and data analysis
• Other process mgmt. activities as assigned

What you’ll bring to the table:

• Excellent communication and customer service skills
• Proven ability to learn
• Good understanding of ITIL methodologies
• 2-3 years of ITSM industry experience
• Experience working in the ServiceNow platform is a preference
• Working knowledge of ServiceNow components, such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, and Release Management, is an asset