Key Responsibilities:
- Lead the implementation and optimization of ServiceNow ITOM solutions, ensuring alignment with business objectives.
- Design, configure, and maintain the CMDB, ensuring data accuracy and integrity.
- Implement and promote the CSDM framework to standardize and enhance service management practices.
- Collaborate with cross-functional teams to gather requirements, develop functional specifications, and deliver effective ServiceNow solutions.
- Provide training and support to end-users and stakeholders on ITOM, CMDB, and CSDM functionalities.
- Conduct regular audits and assessments of the CMDB to ensure compliance with industry standards and best practices.
- Identify opportunities for process improvement and automation within ServiceNow.
- Stay updated on ServiceNow releases and new features, recommending enhancements that benefit the organization.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience implementing ServiceNow solutions, particularly in ITOM, CMDB, and CSDM.
- Strong understanding of ITIL processes and frameworks.
- ServiceNow certifications (e.g., Certified Implementation Specialist, ITOM) are highly desirable.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills to effectively collaborate with technical and non-technical stakeholders.
- Ability to manage multiple projects simultaneously and meet deadlines.
Preferred Skills:
- Experience with ServiceNow Discovery, Service Mapping, and Event Management modules.
- Knowledge of integration strategies with other ITSM tools and systems.
- Familiarity with scripting languages (e.g., JavaScript) and ServiceNow development best practices.
