ServiceNow ITSM Specialist
ServiceNow ITSM Specialist
Posted on :
21-05-2024
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Job Description
Overview:
TekWissen Group is a workforce management provider throughout the India and many other countries inthe world. The below job opportunity is one of Our clients which is a leading Digital solution company for Business IT solutions.
Position: ServiceNow ITSM Specialist
Location: Bangalore
Job Type: Contract
Work Type: Hybrid
Job Description:
- The ServiceNow ITSM Specialist is responsible for developing and maintaining strategies to capture organize and distribute knowledge related to the ServiceNow platform and IT service management processes.
Responsibilities:
- End to end understanding of service respective offerings process/workflows integrations fulfilment & support etc.
- Good Experience in ITIL Process like Incident Management Problem & Change management.
- Planning for future service.
- Reengineering of service/offerings & respective workflows
- Designing of Service offering consumables request forms workflows approvals fulfilment construct formation automation designing
- Integration & functional designing user stories creation wireframes
- KPIs & reporting configuration
- Build test scripts functional testing pilot training.
- Implementation of redesigned service using ITSM tools like ServiceNow etc.
- Identify automation opportunities and driving implementation of the same.
- Work closely with ServiceNow developers in Agile method to get redesigned service implemented.
- Measuring monitoring and managing IT services to ensure optimal service delivery and protect against downtime & breaches.
- Ensuring CSAT SLA and Backlogs are within the agreed contract and preparing and sharing reports with higher management / team for visibility.
- Identifying problems known issues and drive through proper RCA and problem management RCAs for Major incidents and SOP preparation for reference and escalation management.
Knowledge Capture and Creation:
- Collaborate with subject matter experts and ServiceNow administrators to capture and document best practices processes and solutions within the ServiceNow platform.
- Create and maintain a centralized repository of ServiceNowrelated knowledge assets including articles documents FAQs and user guides.
Content Management:
- Develop and enforce content management policies and procedures to ensure the accuracy and relevance of ServiceNow knowledge resources.
- Regularly review and update existing ServiceNowrelated content to reflect changes in processes or configurations.
Taxonomy and Metadata:
- Develop and maintain a taxonomy and metadata structure specific to ServiceNow knowledge assets for efficient categorization and retrieval.
- Implement standardized classification and tagging systems for ServiceNow resources.
Knowledge Access and Retrieval:
- Design and implement userfriendly interfaces and search functionalities to facilitate easy access to ServiceNow knowledge resources.
- Provide training and guidance to IT staff on how to effectively search for and retrieve ServiceNowrelated information.
Knowledge Sharing and Collaboration:
- Facilitate knowledgesharing sessions workshops and forums to encourage collaboration and learning among IT teams and ServiceNow users.
- Promote a culture of knowledge sharing and continuous improvement within the IT organization.
Quality Assurance:
- Ensure the quality and accuracy of ServiceNow knowledge resources through regular content audits reviews and version control.
- Establish and enforce content review and update processes.
Technology Management:
- Evaluate select and implement knowledge management tools and ServiceNowspecific software to support knowledgesharing initiatives.
- Stay informed about ServiceNow platform updates and enhancements.
Metrics and Analytics:
- Monitor and report on key performance indicators (KPIs) related to ServiceNow knowledge management such as content utilization user satisfaction and incident resolution times.
- Use datadriven insights to continuously improve ServiceNow knowledge management practices.
Training and Support:
- Provide training and support to IT staff and ServiceNow users on ServiceNow knowledge management tools and practices.
- Address user inquiries and issues related to ServiceNow knowledge resources.
Qualifications:
- Proven experience in Service management.
- Familiarity with ServiceNow platform functionality and configurations.
- Proficiency in knowledge management tools and content management systems.
- ITIL certification or ServiceNow certifications are advantageous.
Skills:
- Information organization and categorization within the context of ServiceNow.
- Content management systems and software especially those used in IT service management.
- Taxonomy and metadata management tailored for ServiceNow assets.
- Familiarity with ITIL and IT service management best practices.
- Change management and training expertise specific to ServiceNow knowledge management
- Strong understanding of ITSM and ITIL frameworks.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Full Time
Key Skills
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