Service Now Lead

Employer
Expradit
Location
Baltimore, MD
Posted
Aug 21, 2019
Closes
Aug 23, 2019
Ref
289487726
Function
Accountant, IT
Hours
Full Time
RoleService Now Lead Analyst Location Baltimore MD Duration 6 months ONLY LOCALS - F2F Interview ESSENTIAL DUTIES RESPONSIBILITIES Manage ServiceNow efforts and liaise across all teams on development and administration Work with the business stakeholders, developers, and admins to ensure our goals related to service management are met Manage the ServiceNow demand queue and prioritize enhancement requests while setting expectations on deliverables Build and maintain strong relationships with Business Process Owners (BPOs) and super users Gather high level business requirements and define scope during initial discovery Support the development of business cases requiring ServiceNow solutions Maintain up-to-date awareness of the current and future directions of the industry and associated technologies, and, where appropriate, makes recommendations for implementation of newupgraded systems and technologies within the framework of the Global Operating Model Drive the documentation of the to be business processes and identification of significant changes from current process Drive the documentation of the technical and data requirements Support the design team in areas that require an understanding of business processes and participates in design reviews Support application and platform upgrades. Ensure the latest release of ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations Produce reports and dashboards based on defined measures, metrics and key performance indicators Recommend any improvements regarding the platform, processes or reporting, ensuring policies are reflected in the way the platform is administered, per best practice Work closely with IT service owners and delivery leads to ensure the smooth delivery of IT solutions Provide training to users and other tasks as necessary CRITICAL SKILLS A strong technical background that exhibits both breadth and depth is important, as is the ability to effectively communicate and share that knowledge both orally and in writing. Must be customer service oriented and own the customer experience for hisher technology roadmap. Must be able to effectively perform, guide and lead others in the successful completion of technical tasks. Must possess the capability to work with minimal supervision. Must have excellent communication and organizational skills. Must possess a high level of the following work skills and behaviors teamworkcooperation, initiative, motivation, and commitment to continuous professional growth in skills and knowledge. QUALIFICATIONS A strong technical background that exhibits both breadth and depth is important, as is the ability to effectively communicate and share that knowledge both orally and in writing. Must be customer service oriented and own the customer experience for hisher technology roadmap. Must be able to effectively perform, guide and lead others in the successful completion of technical tasks. Must possess the capability to work with minimal supervision. Must have excellent communication and organizational skills. Must possess a high level of the following work skills and behaviours teamworkcooperation, initiative, motivation, and commitment to continuous professional growth in skills and knowledge. EDUCATION ANDOR EXPERIENCE 4+ years of experience with ServiceNow. Set standards for the ServiceNow instance governance related to best practices for defining configurations vs customizations, update set migration, cloning of environments, management of groupsusers and data management. 4+ years of experience developing and implementing ITSMITIL processes and solutions from ServiceNow, HP, BMC, CA etc. 5+ years of experience documenting tool requirements from 'To-Be' processes and assisting the IT organization in comparing various Vendor's tool products ITIL v4 Foundation Certificate preferred ServiceNOW Administrator Certification preferred. Thanks and Regards . Subash E xprad IT INC IT Recruiter 7460 Warren Parkway Suit 100 Frisco,Texas-75034 T 630-780-3239 F 630.995.3643 www.

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