Ideal candidate for this role is an experienced ITSM professional with strong expertise in service lifecycle management and process optimization, responsible for governing and enhancing ITSM processes across both on-premise and cloud-based ServiceNow environments.
Key Responsibilities:
- Govern and optimize ITSM processes including Incident, Change, and Request Management.
- Ensure effective service delivery and process compliance aligned with ITIL practices.
- Drive continuous improvement initiatives across ITSM workflows and operations.
- Implement and manage change requests, including scripting/configuration where required.
- Manage and support ServiceNow platform, including MID Server configuration.
- Integrate systems using APIs and web services.
- Ensure proper ticket classification, prioritization, and resolution.
- Troubleshoot issues across ITSM tools and processes.
Requirements:
- Strong experience in ITSM lifecycle and process management.
- Hands-on experience with ServiceNow (on-premise and cloud).
- Knowledge of ITIL framework and best practices.
- Experience with MID Server setup, API integrations, and automation.
- Basic to intermediate scripting/coding skills within ServiceNow.
- Strong analytical and problem-solving abilities.
