IT Service Management Specialist

We are seeking a skilled IT Service Management Specialist to join our team. In this role, you will be responsible for the day-to-day management of our IT services, ensuring that they are delivered efficiently and effectively.

Key Responsibilities:

• ServiceNow Configuration & Implementation: Configure and maintain ServiceNow ITSM modules (Incident Management, Problem Management, Change Management, Service Request Management, etc.) to meet business requirements.
• Customize ServiceNow workflows, forms, notifications, and business rules to automate processes and enhance IT service management.
• Implement integrations between ServiceNow and other internal/external systems (e.g., monitoring tools, CMDB, third-party applications).
• ITIL Process Implementation & Optimization: Act as the SME for ITIL-based processes, ensuring that ServiceNow is configured to align with ITIL best practices.
• Work closely with process owners to understand their requirements and translate them into ServiceNow configurations that streamline IT service operations.
• Perform regular reviews and audits of ITIL processes within ServiceNow, ensuring they remain compliant with business goals and IT service management standards.
• Incident & Problem Management: Ensure the Incident Management process is implemented effectively within ServiceNow, ensuring quick resolution of service disruptions.
• Oversee the Problem Management process in ServiceNow, identifying root causes of recurring incidents and driving problem resolution.
• Track and resolve incidents, escalating issues when necessary, and ensuring effective communication with stakeholders.
• Change Management: Configure and optimize Change Management processes in ServiceNow to ensure efficient and controlled changes to IT systems and services.
• Support the creation and review of Change Requests (CRs), ensuring they meet quality and compliance standards before implementation.
• Work with stakeholders to define change requirements and maintain a high level of service during the Change Advisory Board (CAB) process.
• Service Request Management: Implement and optimize Service Request Management within ServiceNow, providing end users with an intuitive interface for requesting services and managing fulfillment workflows.
• Ensure that Catalog Items are properly defined, and workflows are automated to streamline service delivery.
• CMDB (Configuration Management Database): Maintain and update the CMDB in ServiceNow, ensuring that all Configuration Items (CIs) are accurately tracked and related to the appropriate services.
• Work with IT teams to integrate the CMDB with other service management processes (e.g., Incident, Change, Problem, etc.).
• Reports & Dashboards: Develop and maintain custom reports and dashboards within ServiceNow, providing valuable insights to stakeholders about service performance, trends, and issues.
• Create service-level reports for IT performance and track metrics such as SLA compliance, incident resolution times, change success rates, and other key performance indicators (KPIs).
• Training & Support: Provide training and support to users, process owners, and administrators on how to effectively use the ServiceNow platform.
• Document best practices, configuration changes, and processes for internal knowledge sharing.
• Support the ongoing adoption of ServiceNow features, ensuring that users understand and utilize the platform effectively.
• Maintenance & Upgrades: Monitor and maintain the ServiceNow platform, ensuring that it operates smoothly and efficiently.
• Manage the installation of ServiceNow upgrades and patches, testing for compatibility with custom configurations and integrations.
• Address and resolve any platform performance issues, ensuring uptime and availability.
• Collaboration & Stakeholder Management: Collaborate with cross-functional teams (e.g., IT, Operations, Development) to identify new features and enhancements to improve service management.
• Work closely with service owners and business stakeholders to understand evolving IT service requirements and configure ServiceNow accordingly.
• Required Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
  • 3-5 years of hands-on experience with ServiceNow ITSM and related ITIL processes (Incident, Problem, Change, Request Management).
  • Strong understanding of ITIL v3 or ITIL v4 frameworks and how to implement and configure them in ServiceNow.
  • Experience in configuring ServiceNow modules such as Incident Management, Problem Management, Change Management, Service Request Management, and CMDB.
  • Proficiency in ServiceNow scripting (e.g., Business Rules, Client Scripts, UI Actions, and Workflow scripting).
  • Experience with ServiceNow integrations, including API-based integration with other tools and platforms.
  • Familiarity with ServiceNow Reporting and Dashboarding tools to create and manage performance metrics.
  • Strong troubleshooting skills for identifying and resolving platform and process-related issues.

Benefits: Competitive salary and benefits package, opportunities for professional growth and development, and a dynamic work environment.

How to Apply: If you are a motivated and experienced IT Service Management Specialist looking for a new challenge, please submit your application.