ITSM Specialist - platform and development

Venn Group; Greater London; Hybrid; GBP 41,000 - 44,000; Full time

Job description

Permanent - ITSM Specialist - Platform and Development

Overview

Venn Group are working with a London Borough of Harrow who is looking for an ITSM Specialist - Platform and Development.

The post holder will be responsible for ensuring the ServiceNow application continues to meet business requirements and for making sure meaningful and accurate reporting is generated to evidence supplier performance.

The purpose of the role will be to support the Service Manager and product teams to identify ‘what good looks like’, design, and continually develop and improve the ITSM platform and DevOps methodology.

About you

The successful applicant will have:

• Experience in ServiceNow administration, enhancing and evolving Harrow’s instance, and providing advice and guidance to all stakeholders whilst driving improvement.
• Experience and competence in running all ITSM process activities (including but not limited to Incident, Change, Problem, and Major Incident Management).
• Experience of supplier engagement and performance management and an understanding of the mapping of KPIs and SLAs to performance.
• Experience and ability to analyze data and develop quality documentation, including knowledge articles and customer-facing forms that support and improve the user journey, encouraging self-service.
• Experience of CSAT monitoring and evaluation to improve service provision.
• An effective communicator with strong interpersonal skills.
• Familiarity with IT industry standards, ITIL, ISO, IEC, etc., and the principles embedded within them. Minimum ITIL foundation qualification.
• Experience in working for an LGA or an organization similar to that of the Council, public or third sector is desirable.

Additional information:

• Salary - £41,097 - £43,950 (+ market supplement)
• Type of contract – Permanent
• Full Time: 36 hours per week
• Flexible Hybrid working with 1 or 2 days in the office.
• This post is eligible for LGPS Pensions Scheme with a 24.87% Employer's contribution.

Please apply to this ITSM Specialist - Platform and Development role with an updated CV for further discussion, or feel free to forward the details to any friends/colleagues who may be interested.