ITSM Service Now Expert

Description

Re-engineering of the existing ITSM processes and create new ones

Improve governance around service delivery and support

Contribute in the improvement of the performance and quality of Institution's services and raise the organisation maturity in IT Service Management

Implement SN, along with a Self Service portal and data migration from our current ITSM platform (Ivanti Service Desk- on premises)

Building up SLAs and OLAs for defined services and implement them in SN

Implementing a reliable CMDB and governing process

Implementing analytics and reporting for all roles and management levels

Communication and training/ coaching uses in SN

Setting up the mechanism/ process enabling continuous service and process management improvement

Qualifications

• Master Degree in IT or related field with a minimum of 12 years of professional IT experience or Bachelor level studies accompanied by additional 5 years of working experience

• Minimum 12 years of professional experience in Architecture, development, and validation of ITSM solutions

• Expert knowledge in guiding and realizing Service Now implementations in medium/ large scale organizations (min. 3000 end users)

• Minimum 7 years of experience with ITIL V2 and V3. Relevant Certification in ITIL v3 is mandatory

• Minimum 7 years of knowledge and experience with Project Management techniques and tools is required

• Experience on the following would be considered as asset:

ITSM product Certified of Consultant or Administrator level is required. The ITSM product must integrate at least the following ITILv3 processes: Incident Management, Problem Management, Change Management, Service Level Management, Service Catalogue Management, Release & Deployment Management, Request Fulfillment anagement, Knowledge Management, Service Asset & Configuration Management

Prince 2/ PMI(min 5 years, desirable)

Very good written and spoken English is required. Knowledge of French language would be considered as asset

Reference: 20-05498