Job Summary
The Service Management Process Knowledge Specialist is responsible for designing, implementing, and improving the service management processes and practices of the customer. The Service Management Process Knowledge Specialist will work closely with the customer's IT and business stakeholders to ensure that the service management processes align with the customer's goals, needs, and expectations. The Service Management Process Knowledge Specialist will also provide training, coaching, and guidance to the customer's staff on the service management processes and best practices.
Job Responsibilities
- Design, implement, and improve the service management processes and practices of the customer, such as incident management, problem management, change management, service level management, service catalog management, etc.
- Ensure that the service management processes and practices are aligned with the customer's goals, needs, and expectations, as well as the industry standards and frameworks, such as ITIL, ISO, COBIT, etc.
- Monitor, measure, and report on the performance and effectiveness of the service management processes and practices, and identify areas for improvement and optimization.
- Provide training, coaching, and guidance to the customer's staff on the service management processes and best practices, and foster a culture of service excellence and continuous improvement.
- Collaborate with the customer's IT and business stakeholders to understand their requirements, expectations, and feedback on the service management processes and practices, and ensure that they are met and satisfied.
- Manage and coordinate the service management process documentation, communication, and governance, and ensure that they are updated, accurate, and consistent.
Job Requirements
- A bachelor's degree or equivalent in IT, computer science, engineering, or related field.
- At least 5 years of experience in designing, implementing, and improving service management processes and practices, preferably in the healthcare industry with ServiceNow experience.
- Strong knowledge and understanding of the service management frameworks and standards, such as ITIL, ISO, COBIT, etc., and their application in the healthcare industry.
- Strong analytical, problem-solving, and decision-making skills, and the ability to identify and resolve complex issues and challenges.
- Strong communication, presentation, and interpersonal skills, and the ability to communicate effectively with different levels of stakeholders, both internal and external.
- Strong project management, organizational, and time management skills, and the ability to manage multiple tasks and priorities in a fast-paced environment.
- Strong team player, and the ability to work collaboratively and independently.
- Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, etc.
- Fluent in English
