*Hybrid, 3 days onsite, 2 days remote*

*CONTRACT TO HIRE, MUST WANT TO CONVERT TO FULL TIME*

A prestigious company is looking for a ServiceNow Service Management Contractor. This is a contract to hire, and you will be converted to a full time employee at the end of the contract. This company needs someone with five plus years of service request catalog within ServiceNow employee center unified portal.

Responsibilities:

• Review and streamline the existing Service Request catalog
• Develop and implement ServiceNow Employee Center utilizing the streamlined cataloog
• Manage the IT Service Management Knowledge and Service Request processes with focus on effectiveness, efficiency, and responsiveness to customer issues/requests or operational issues while ensuring adherence to policies, procedures, and controls
• Provide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) on the Service Request process to ensure ongoing process compliance and adherence to controls
• Coordinate and facilitate discussions and working sessions between SROs and Incident managers ensuring appropriate level of requirements gathering are understood, documented, and reviewed
• Consult with SROs to improve the Service Request Catalog/Service Portal/Employee Center
• Consult with SROs on applicable procedures, job aids, process flows, and controls that support Service Request and Knowledge Management processes
• Develop, monitor, and report the agreed Key Performance Indicators corresponding to compliance with senior management
• Continually work towards making improvements to the processes and corresponding ITSM modules

Qualifications:

• Experience with ServiceNow (required)
• Experience with ServiceNow Employee Center Unified Portal (required)
• Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective platform that adheres to governance standards.
• Experience with Microsoft Office desktop tools (Project, Word, Excel)
• Experience with Atlassian tools (JIRA, Confluence)
• Familiarity various data interpretation techniques.
• Experience with Agile Methodologies and Concepts
• Familiarity with ITIL modules eg Incident, Problem, Change, Config, Release, Service Portal, Knowledgebase
• Ability to follow regulatory documentation procedures and requirements.