ServiceNow Service Catalog Consultants Configuration Specialists 20861-2714
Posted on :
16-08-2024
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Job Description
HM Note: This remote role requires that the contractor must work within Canada for data security reasons and attend any scheduled onsite meetings in Victoria BC (once in 23 months.). All profiles must include a minimum of two (2) business references for applicable projects and the project commences September 16 2024
Description:
The ServiceNow Senior Functional Consultant SAM will support the SAM practice in the Service Management Branch. The work will include providing leadership on SAM processes and configuration to generate enterprisewide standardization in asset management.
The ServiceNow SAM Certified Configuration Specialist will be responsible for:
Client Engagement:
Collaborate with Clients:
o Work closely with clients to understand their business needs service request workflows and existing Service Catalog configurations.
o Conduct workshops and meetings following ServiceNows prescriptive approach to gather detailed requirements and objectives for Service Catalog implementation.
Requirements Gathering:
o Translate client needs into actionable configuration tasks ensuring that Service Catalog items meet business objectives and user expectations.
Service Catalog Implementation:
Design and Implement Service Catalog Solutions:
o Create and configure Service Catalog items workflows and approvals in alignment with client requirements and ServiceNow best practices.
o Utilize a factory approach to iteratively develop test and deploy Service Catalog items ensuring rapid and consistent rollout across the organization.
Data Mapping and Process Alignment:
o Map existing service request processes to ServiceNow leading practices to ensure comprehensive and efficient Service Catalog management.
o Configure and customize the ServiceNow platform to support Service Catalog processes including creating or modifying existing solutions to better align with industry standards.
Process Improvement and Best Practices:
Identify and Implement Process Improvements:
o Continuously evaluate and refine Service Catalog items and workflows to improve efficiency reduce service delivery times and enhance user satisfaction.
o Provide guidance on Service Catalog best practices ensuring alignment with industry standards and ServiceNows latest capabilities.
Standardization and Documentation:
o Develop and document procedures and guidelines for maintaining Service Catalog functionality within the ServiceNow environment.
o Ensure consistency and standardization across all Service Catalog items by applying a factory approach to development and deployment.
Training and Knowledge Transfer:
Develop Training Materials:
o Create comprehensive training materials tailored to client needs focusing on the use and management of Service Catalog items and workflows within ServiceNow.
Conduct Training and Knowledge Transfer:
o Lead training sessions and workshops for client stakeholders and endusers ensuring they are equipped to manage and maintain the Service Catalog effectively.
o Facilitate knowledge transfer sessions to empower client teams with the skills and knowledge needed to sustain Service Catalog operations.
Ongoing Support and Mentoring:
o Provide continuous support and mentoring to client staff ensuring they can effectively manage and expand their Service Catalog as business needs evolve.
Certifications:
o ServiceNow Certified Implementation Specialist.
o ITIL Foundation Certification or higher is a plus.
Consultant Qualifications
Education:
o Bachelors degree in Computer Science Information Technology or a related field. Advanced degree preferred.
Experience and amp; Skills:
o Minimum of 3 years experience in Service Catalog and Service Request Management:
o Extensive experience in designing implementing and optimizing Service Catalog items within the ServiceNow platform.
o Strong background in configuring and managing Service Request workflows ensuring seamless user experiences and efficient service delivery.
ServiceNow Expertise:
o Deep knowledge of ServiceNows Service Catalog and Request Management modules including item creation workflow automation and approvals.
o Strong understanding of how Service Catalog integrates with other ServiceNow modules such as ITSM ITOM and ITBM.
o Proven ability to configure and customize ServiceNow workflows forms and portals to meet specific business needs.
Service Catalog Best Practices:
o Expertise in industry best practices for Service Catalog management including standardization automation and usercentric design.
o Ability to ensure catalog items are aligned with business objectives and user needs promoting selfservice and reducing manual workload.
Process Optimization:
o Proven track record of optimizing Service Request processes to improve efficiency reduce fulfillment time and enhance user satisfaction.
o Experience in aligning Service Catalog and Request Management processes with broader IT and business strategies.
ClientFacing Skills:
o Excellent ability to engage with stakeholders at all levels from technical teams to executive leadership ensuring clear communication of goals and expectations.
o Strong communication skills capable of translating complex ServiceNow configurations and processes into terms understandable by nontechnical audiences.
ProblemSolving and Analytical Skills:
o Highly skilled in analyzing service request data to identify trends inefficiencies and opportunities for improvement.
o Proficient in troubleshooting and resolving issues related to Service Catalog and Request Management within ServiceNow.
ITIL and IT Service Management Frameworks:
o Familiarity with ITIL and other relevant IT service management frameworks with the ability to apply these principles to Service Catalog and Request Management.
User Experience (UX) Design:
o Experience in designing intuitive and userfriendly Service Catalog interfaces and request forms enhancing the overall user experience.
Data Management:
o Experience in data modeling database management and ensuring data accuracy and consistency within ServiceNows Service Catalog module.
Certifications:
o ServiceNow Certified Implementation Specialist.
o ITIL Foundation Certification or higher is a plus.
Employment Type
Full Time
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