Jobs in Exeter, United States

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Client: Empiric

Location: England, United Kingdom

Job Category: Other

EU work permit required: Yes

ServiceNow Request Management Process Lead – Remote – Inside IR35

Duration: 12 months + extendable

An experienced ServiceNow Request Management Process expert is required for a long-term project with a fast-growing IT company.

1. Ensure the fulfilment of all Service Requests according to the defined SLAs/OLAs and escalate proactively when at risk of breaching; including handling delivery on more complex request catalog (form changes, new forms, workflow changes, etc) that is not covered by our AMS support of Service Now
2. Collaborate with Service Desk and Operations Teams for Request Management Process activities
3. Ensure that Global IT Production Services and partners are following the Request Management process correctly
4. Govern Request Catalogues, Forms & Workflows to maintain currency and consistency
5. Develop automation across Request Management workflows to produce faster fulfilment times & self-service experience
6. Deliver training courses related to Request Management to all IT delivery teams
7. Identify and manage continual improvement opportunities from a process, tooling & organizational perspective
8. Provide reports and management communication to ensure the correct and timely fulfillment of Service Requests
9. Resolve escalations from stakeholders where required
10. Identify tooling opportunities to enhance the process
11. Sponsor, design, and change manage the process and its metrics
12. Ensure that appropriate process documentation is available and current
13. Define policies and standards to be employed throughout the process
14. Periodically audit the process to ensure compliance with policy and standards
15. Review the process strategy periodically to ensure relevance and make changes as required
16. Communicate process information or changes to ensure stakeholder awareness
17. Provide process resources to support activities throughout the service lifecycle
18. Review opportunities for process enhancements and improvements in efficiency and effectiveness
19. Address issues with the running of the process
20. Own and manage the process roadmap
21. Identify improvement opportunities for inclusion in the CSI Register
22. Work with the CSI manager and process managers to review and prioritize improvements in the CSI Register