ITSM Program Manager

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).