IT Service Management CMDB Associate

***This is a 6 month contract to hire CTH role, not a straight contract, only candidates that want to convert a permanent employee will be considered***

Prestigious Financial Institution is currently seeking a ITIL Service Management Associate with strong ServiceNow experience. Candidate will be responsible for the review and streamline the existing Service Request catalog. Candidate will develop and implement ServiceNow Employee Center utilizing the streamlined catalog.

Responsibilities:

Manage the IT Service Management Knowledge and Service Request processes with focus on effectiveness, efficiency, and responsiveness to customer issues/requests or operational issues while ensuring adherence to policies, procedures, and controls

Provide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) on the Service Request process to ensure ongoing process compliance and adherence to controls

Coordinate and facilitate discussions and working sessions between SROs and Incident managers ensuring appropriate level of requirements gathering are understood, documented, and reviewed

Consult with SROs to improve the Service Request Catalog / Service Portal / Employee Center

Consult with SROs on applicable procedures, job aids, process flows, and controls that support Service Request and Knowledge Management processes

Develop, monitor, and report the agreed Key Performance Indicators corresponding to compliance with senior management

Drive continuous improvement through trend reporting analysis and metrics management

Continually work towards making improvements to the processes and corresponding ITSM modules

Coordinate with other ITIL Process Owners

Qualifications:

Experience with ServiceNow (required)

Experience with ServiceNow Employee Center Unified Portal (required)

Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective platform that adheres to governance standards.

Experience with Microsoft Office desktop tools (Project, Word, Excel)

Experience with Atlassian tools (JIRA, Confluence)

Familiarity various data interpretation techniques.

Experience with Agile Methodologies and Concepts

Familiarity with ITIL modules e.g. Incident, Problem, Change, Config, Release, Service Portal, Knowledgebase

Ability to follow regulatory documentation procedures and requirements.