ITSM Process Specialist

Essential Duties and Responsibilities:

• Primary responsibility will be to report on and communicate missed OLAs following our Service Level Management process in Operational Level Agreements within the IT organization.
• Development OLAs for service in Request.
• Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analyzing and reporting on key metrics.
• Develop and documents training material for ITIL Best Practices in collaboration with Process Practitioners.
• As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes and determining a plan for mitigation of gaps.
• Create and maintain documentation for new and existing processes, including but not limited to workflows, procedures, policy statement.
• Participate in requirements gathering for enhancements to processes or new features/functionality using ServiceNow.
• Develop use case scenarios to use in the ITSM software product for use in UAT or other regression testing, and actively take part in UAT testing.
• Work closely with service, product and business owners to integrate service management practices into the delivery of IT services.
• Engage regularly with stakeholders to develop, manage, and refine the ITSM processes, ensuring their needs are met.
• Support, promote and ensure consistent alignment to IT standards, processes, and tools.

Qualifications:

• Proficiency using ServiceNow as a practioner of SLM, Performance Analytics. Experience with Platform Analytics preferred
• Three to five years or more of experience demonstrated extensive subject matter expertise supporting and adhering to an ITSM Service Level Management process. Additional experience with other ITSM processes, including reporting and performance analytics. Understanding in applying best practices in incident, problem change and request.
• Three or more years supporting and adhering to an ITSM process (i.e., Incident Management, Change Management, Problem Management, etc.)
• Proficiency using ServiceNow.
• Technical knowledge in one or more areas Network, Servers, Cloud Services, SaaS
• Two or more years of knowledge and experience supporting an ITSM software product, preferably ServiceNow.
• ITIL V3 or V4
• Excellent written and verbal communication skills, including process documentation.
• Strong analytical skillset required.
• Ability to work independently and in a team is vital.

• Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
• Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
• In addition, organizational and critical thinking skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

Educational Requirements:

• This position requires an Bachelor’s degree in Computer Science, Information Technology or related field or equivalent work experience.
• IT Infrastructure Library (ITIL) Foundations certification required.