Senior ServiceNow Specialist (ITSM, ITOM, CSM)
Key Responsibilities:
1. ServiceNow Solution Design and Implementation:
• Collaborate with key stakeholders to understand business objectives and processes.
• Design and implement scalable ServiceNow solutions that align with digital transformation goals.
• Customize and extend the platform to enhance efficiency, automation, and user experience.
• Optimize ITSM, ITOM, and CSM modules to meet evolving business needs.
2. Capabilities Enablement:
• Lead the effort to enable teams to maximize ServiceNow capabilities.
• Identify training needs, develop training programs for the team and users.
• Drive a culture of self-sufficiency and continuous improvement within the organization.
3. ServiceNow Development and CI/CD:
• Implement CI/CD practices to ensure a streamlined and automated development process.
• Maintain code quality, version control, and continuous integration for ServiceNow applications.
• Collaborate with development teams to deliver high-quality ServiceNow solutions.
4. IT Service Management (ITSM) and IT Operations Management (ITOM):
• Utilize deep product knowledge to optimize ITSM processes, including incident, problem, change, and release management.
• Review existing implementation and implement best practices and optimize ITSM workflows to enhance efficiency and compliance.
• Enhance operational visibility, event management, and orchestration to streamline IT operations.
• Work on CMDB and AIOps integrations to support predictive analytics and proactive incident resolution.
5. Customer Service Management (CSM):
• Design and implement CSM solutions that enhance the customer service experience.
• Drive and enable seamless case management, self-service portals, and knowledge management.
• Integrate CSM with other ServiceNow modules to create a unified customer service approach.
Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
• ServiceNow Certified Implementation Specialist (CSM, ITSM, ITOM) certification is essential.
• Proven experience in designing, developing, and implementing ServiceNow solutions.
• Deep knowledge of ITSM, ITOM, and CSM modules, as well as ServiceNow platform architecture.
• Proficiency in ServiceNow development and CI/CD practices.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication, collaboration, and mentoring abilities.
• A track record of driving digital transformation initiatives.
