ServiceNow ITIL/ITSM Process Experts at an Information Technology Company

Company Description

Our client is a dynamic and new USA-based entrant in the ITO/ BPO industry offering a broad range of services across the IT landscape including ServiceNow Software, ITSM, ITIL, and other IT Operations vendor portfolios. Our strength lies in our ability to deliver world-class quality to clients at budget.

With operations based in Lagos, Nigeria, and clients sourced from North America and the European markets, the company seeks 6 experienced ITSM/ ITIL experts for a new contract recently secured..

Job Description

The ideal candidate will ensure development of the appropriate Information Technology Service Management (ITSM) model and processes, based on the ITIL® Service Management framework and the successful application of this model across all aspects of the delivery, including the day-to-day administration, configuration, and ongoing maintenance of the ServiceNow platform. This includes the strategic, design, transition, and operation services and continuous service improvement – focusing on all 5 phases of ITIL implementation.

Responsibilities:

• Define, design, transition and continually improve the IT Service Management lifecycle, including processes, roles, metrics, Key Performance Indicators (KPIs), tools
• Assist with being Tier-2/3 support for ServiceNow system
• Provide guidance to the development processes and procedures, ensuring integration across a best practice framework ITIL v3 (2011) lifecycle
• Implement the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer-focused support culture, and improving the accountability of delivering effective and efficient services
• Ensure the capability of services being managed matures as per agreed KPIs or desired customer level
• Support the design services to meet IT Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
• Oversee the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support
• Maintain oversight and understanding of technical advances, trends and industry best practices in IT Service Management technologies, sourcing strategies, procedures, and changing consumer needs
• Provide ITSM leadership experience and coaching processes

Qualifications

• Experience in Service Design, Transition, and overall Service Management in all aspects of the ITIL® v3 (2011) Service Management lifecycle
• ServiceNow certified Admin with 2+ years of administrator experience (Midlevel)

• ServiceNow certified Admin with 4+ years of administrator experience (Senior)
• 2+ JavaScript experience including usage of jQuery, Bootstrap and AngularJS frameworks; HTML experience (Midlevel)
• 4+ JavaScript experience including usage of jQuery, Bootstrap and AngularJS frameworks; HTML experience (Senior)
• Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships
• Demonstrable experience and capability to participate in complex projects autonomously
• Commercial experience of the major IT Service Management technology options
• Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment
• Exceptional interpersonal skills including the ability to negotiate to fair and reasonable conclusions
• Ability to work under pressure and be highly pro-active in prioritizing issues
• Ability to adapt and respond rapidly to changing priorities and demands
• Logical thinker, completely welcoming new challenges
• Ability to resolve issues of contention and conflict
• Capable of demonstrating, leading and teaching basic ITIL® v3 (2011) best practices
• Must have ServiceNow Experience
• Bachelor's degree in Business, Computer Science, or related field or equivalent experience
• 5-10 years Experience facilitating, leading or supporting the implementation of ITSM and/or ITIL® v3 (2011) process frameworks
• Familiarity with program and project management and information technology services delivery methodologies
• Experience working in an infrastructure technology environment highly desirable

Additional Information

• Role: ServiceNow ITIL/ITSM Process Expert
• Start Date: ASAP
• Mode of interview: Virtual
• Salary: Negotiable