Posted on May 18, 2019 by Resource 1
Resource 1 is in need of an ITSM/ServiceNow Lead for a position in either Chicago (IL) or South Bend (IN). Client is open to contract or contract-for-hire. Individual should have at least 10 years of overall IT Service Management experience, as well as, 3 years specifically working with ServiceNow. Individual will be responsible for ServiceNow administration (configuration, adding users, changing user roles, problem tickets, etc.) and ServiceNow governance. Individual should have deep knowledge and expertise in ITIL Service Operations process framework/methodology and know how to properly leverage ServiceNow within it. Individual will be in charge of the creation and documentation of best practices and ITSM process management strategy. Individual will provide support and guidance to technology service lines as they implement service management policies. Will provide leadership in the resolution of issues that arise during support of production technology systems. Individual will need to have an understanding of advance concepts and navigate relationships between ITSM Processes, IT Service Management Process requirements and business/IT management. Individual should have deep knowledge of ITIL incident management, problem management, request fulfillment, change management and IT service desk processes/functions. ITIL v3 Foundation Certification/ITIL Intermediate or Expert Capability Certificate in IT Operations is preferred. Ideal candidate would have experience developing and implementing best practices, while creating solutions to workflow issues impacting the services/business.
Skills: ServiceNow, ITSM (IT Service Management), Continual Service Improvement, Process Improvement, ITIL, Best Practices/Documentation, Mentoring/Leadership, Rally, MS Project, Innotas & MS Office.