ITSM Program Specialist

Description of Duties

The selected Candidate will perform the following duties with the ability to work independently in a cross-functional, decentralized managed team environment:

· Provide guidance, input, and recommendations on the prioritization of ITSM initiatives

· Analyze, guide, and promote operational efficiencies and strategic enhancement of the ServiceNow ITSM functions and capabilities

· Collaborate across decentralized, cross-functional ITSM teams to obtain consensus on updates and improvements to the change, problem, and incident processes

· Serve as a guardian of ITSM principles and processes to ensure related functions are being optimized and enhanced to utilize the capabilities of the ITSM platform

· Utilize experience with the ITIL framework to assess, develop, and advocate for practical ITSM maturity efforts

· Lead and participate in planning and prioritization planning and prioritizing ITSM enhancements to best serve the PTC

· Serve as a key contributor and collaborate with stakeholders in developing an ITSM platform roadmap/strategy planning

· Participate with key ITSM platform development resources in planning and deploying feature releases and upgrades

· Act as a liaison between IT stakeholders, ensuring a clear understanding of service management goals and requirements with related ITSM records.

· Collaborate and coordinate with members of the IT Asset Management (ITAM) program for asset and Configuration Management Database (CMDB) related functions

· Mentor service management professionals, fostering a culture of continuous improvement and collaboration

· Recommend, monitor, and report on key performance indicators (KPI’s) related to service management processes to track process performance

· Lead the change and problem-management processes, ensuring adherence to standards and procedures

· Performs related duties as assigned.

Desired Skillset

The ideal candidate will have extensive ITSM experience with a minimum of five (5) years of expertise as ITSM specialist, a minimum of three (3) years as an ITSM Change Manager, experience implementing and leading a Change Advisory Board (CAB), and an understanding of the ITSM process relationship with IT Asset Management (ITAM).

Additional beneficial skills include:

· ServiceNow platform experience in Project, Demand, Request, Change, Problem, and Incident, Software Asset Management Professional (SAMPro) and Hardware Asset Management Professional (HAMPro)

· Proven experience as a Problem Manager

· ITIL Certification

· Experience leading enhancements and updates with cross-functional teams

· Experience in managing multiple initiatives, establishing deadlines, and mitigating risks

· Organization Change Management (OCM)

· ServiceNow Certified Administrator (CSM).