lavori da Business Administration in località Brasile

• Define IT service management strategies aligned with business goals.

• Design IT services that leverage ServiceNow capabilities for efficiency and value delivery.

• Service Catalog Management: Maintain an accurate, up-to-date, and user-friendly Service Catalog.

• Incident Management: Ensure timely resolution of incidents, adherence to SLAs, and continuous improvement using ServiceNow workflows.

• Problem Management: Identify root causes of recurring incidents and implement long-term solutions using ServiceNow tools.

• Change Management: Manage change processes to minimize service disruption; leverage ServiceNow workflows and approval mechanisms.

• Knowledge Management: Develop and maintain a comprehensive Knowledge Base to promote self-service and knowledge sharing.

• Service Level Management: Define, track, and report on SLAs using ServiceNow dashboards and analytics.

• Request Fulfillment: Oversee request handling through the Service Catalog and automation tools in ServiceNow.

• Continual Service Improvement (CSI): Identify and implement service enhancements using data insights from ServiceNow reports.

• Reporting & Analytics: Generate and analyze dashboards to inform decision-making and highlight trends.

• Process Ownership & Optimization: Continuously improve ITSM processes for efficiency, compliance, and best practice alignment.

• Stakeholder Management: Engage with IT teams, business leaders, and end-users to communicate service performance and gather feedback.

• Collaboration with ServiceNow Teams: Partner with administrators, developers, and engineers to configure and optimize platform usage.

• User Training & Enablement: Provide guidance and training on the ServiceNow Self-Service Portal and related features.

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.

• 10+ years of experience in IT Service Management roles.

• Proven experience delivering IT services within a ServiceNow environment.

• Strong understanding of ITIL principles and best practices (ITIL v4 certification preferred).

• Hands-on experience with key ServiceNow modules (e.g., Incident, Problem, Change, Service Catalog, Knowledge).

• Experience defining and managing SLAs.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication, interpersonal, and stakeholder engagement abilities.

• Self-starter with the ability to work independently and collaboratively.

• Experience in driving continuous service improvement (CSI) initiatives.

• Proficiency in using ServiceNow for reporting and performance analysis.

• Bonus: Certified Implementation Specialist (CIS) for ITSM.

To Apply, please kindly email your updated resume to weizhe.teoh@tg-hr.com

Regret to inform that only shortlisted candidates will be notified.

CEI: R25127749

EA License: 14C7275