What are the responsibilities and job description for the IT Service Requests - ServiceNow Employee Center Unified Portal Engineer position at Request Technology, LLC?
Job Details
NO SPONSORSHIP
Contract to Hire IT Service Request Management - ServiceNow Employee Center
Looking for an engineer with experience with ServiceNow Employee Center that can evaluate our current request catalog/portal, identify inefficiencies and gaps, and implement Employee Center from scratch with a more user friendly and streamlined experience. All about service requests
Location: Chicago, IL
3 days onsite and 2 days remote duration 6 month contract to hire
Must want to convert after the contract. Experience with ServiceNow employee center unified portal, Atlassian, Jira, Confluence ITIL Incident Problem change configuration release service requests issues request, request catalog services portal employee center.
- Review and streamline the existing Service Request catalog
- Develop and implement ServiceNow Employee Center utilizing the streamlined catalog
- 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
REQUIRED:
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
