IT Service Management CMDB Associate

Request Technology, LLC; Chicago (IL); On-site; USD 100,000 - 115,000; Full time

Job summary

An established industry player is seeking an ITIL Service Management Associate with robust ServiceNow experience. This rewarding role involves managing the IT Service Management processes, enhancing the Service Request catalog, and developing the ServiceNow Employee Center. You will work closely with stakeholders to ensure effective governance and continuous improvement. If you are passionate about IT service management and eager to make a significant impact in a prestigious financial institution, this is the opportunity for you.

Benefits

Annual Bonus

Training Materials

Continuous Improvement Opportunities

Qualifications

• Experience with ServiceNow and Employee Center is required.
• Strong collaboration and communication skills across stakeholders.

Responsibilities

• Manage IT Service Management processes ensuring adherence to policies.
• Develop and implement ServiceNow Employee Center utilizing the catalog.

Skills

ServiceNow

ServiceNow Employee Center Unified Portal

Microsoft Office

Atlassian tools (JIRA, Confluence)

Agile Methodologies

ITIL modules

Data interpretation techniques

Collaboration and communication

Tools

Microsoft Project

Microsoft Word

Microsoft Excel

Job description

Request Technology, LLC provided pay range

This range is provided by Request Technology, LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$100,000.00/yr - $115,000.00/yr

Additional compensation types

Annual Bonus

***This is a 6 month contract to hire CTH role, not a straight contract, only candidates that want to convert a permanent employee will be considered***

Prestigious Financial Institution is currently seeking an ITIL Service Management Associate with strong ServiceNow experience. Candidate will be responsible for the review and streamline the existing Service Request catalog. Candidate will develop and implement ServiceNow Employee Center utilizing the streamlined catalog.

Responsibilities:

1. Manage the IT Service Management Knowledge and Service Request processes with focus on effectiveness, efficiency, and responsiveness to customer issues/requests or operational issues while ensuring adherence to policies, procedures, and controls.
2. Provide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) on the Service Request process to ensure ongoing process compliance and adherence to controls.
3. Coordinate and facilitate discussions and working sessions between SROs and Incident managers ensuring appropriate level of requirements gathering are understood, documented, and reviewed.
4. Consult with SROs to improve the Service Request Catalog / Service Portal / Employee Center.
5. Consult with SROs on applicable procedures, job aids, process flows, and controls that support Service Request and Knowledge Management processes.
6. Develop, monitor, and report the agreed Key Performance Indicators corresponding to compliance with senior management.
7. Drive continuous improvement through trend reporting analysis and metrics management.
8. Continually work towards making improvements to the processes and corresponding ITSM modules.
9. Coordinate with other ITIL Process Owners.

Qualifications:

1. Experience with ServiceNow (required).
2. Experience with ServiceNow Employee Center Unified Portal (required).
3. Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective platform that adheres to governance standards.
4. Experience with Microsoft Office desktop tools (Project, Word, Excel).
5. Experience with Atlassian tools (JIRA, Confluence).
6. Familiarity with various data interpretation techniques.
7. Experience with Agile Methodologies and Concepts.
8. Familiarity with ITIL modules e.g. Incident, Problem, Change, Config, Release, Service Portal, Knowledgebase.
9. Ability to follow regulatory documentation procedures and requirements.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology