ITSM Program Manager
ITSM Program Manager
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Job Description
Description of Duties
The selected Candidate will perform the following duties with the ability to work independently in a crossfunctional decentralized managed team environment:
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 PTC
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 (KPIs) related to service management processes to track process performance
Lead the change and problemmanagement processes ensuring adherence to standards and procedures
Performs related duties as assigned.
Desired Skillset
The ideal candidate will have extensive ITSM experience with a minimum of five (5) years of expertise as ITSM specialist a minimum of three (3) years as an ITSM Change Manager experience implementing and leading a Change Advisory Board (CAB) and an 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).
Employment Type
Full Time
