Information Technology Service Management - Bristol, United States - Data-Core System, Inc.

Data-Core System, Inc.

Verified Company

Bristol, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Responsibilities:

Provide guidance, input, and recommendations on the prioritization of ITSM initiatives
Analyze, guide, and promote operational efficiencies and strategic enhancement of the ServiceNow ITSM functions and capabilities
Collaborate across decentralized, crossfunctional ITSM teams to obtain consensus on updates and improvements to the change, problem, and incident processes
Serve as a guardian of ITSM principles and processes to ensure related functions are being optimized and enhanced to utilize the capabilities of the ITSM platform
Utilize experience with the ITIL framework to assess, develop, and advocate for practical ITSM maturity efforts
Lead and participate in planning and prioritization planning and prioritizing ITSM enhancements to best serve the client
Serve as a key contributor and collaborate with stakeholders in developing an ITSM platform roadmap/strategy planning
Participate with key ITSM platform development resources in planning and deploying feature releases and upgrades
Act as a liaison between IT stakeholders, ensuring a clear understanding of service management goals and requirements with related ITSM records
Collaborate and coordinate with members of the IT Asset Management (ITAM) program for asset and Configuration Management Database (CMDB) related functions
Mentor service management professionals, fostering a culture of continuous improvement and collaboration
Recommend, monitor, and report on key performance indicators (KPI's) related to service management processes to track process performance
Lead the change and problemmanagement processes, ensuring adherence to standards and procedures

Education and Desired Skillset:

Five (5) years minumum of expertise as ITSM specialist
Three (3) years minimum as an ITSM Change Manager
Experience implementing and leading a Change Advisory Board (CAB)
Understanding of the ITSM process relationship with IT Asset Management (ITAM)

Additional beneficial skills include:

ServiceNow platform experience in Project, Demand, Request, Change, Problem, and Incident, Software Asset Management Professional (SAMPro) and Hardware Asset Management Professional (HAMPro)
Proven experience as a Problem Manager
ITIL Certification
Experience leading enhancements and updates with crossfunctional teams
Experience in managing multiple initiatives, establishing deadlines, and mitigating risks
Organization Change Management (OCM)
ServiceNow Certified Administrator (CSM)

We are an equal opportunity employer.