ServiceNow Sr. ITOM Specialist

TechDigital Group; St. Louis (MO); Presencial; USD 80 000 - 120 000; Tempo integral

Resumo da oferta

An established industry player is seeking an ITOM Specialist to drive the successful design and deployment of the ServiceNow platform. This role involves collaborating with internal stakeholders and external consultants to gather requirements and oversee the implementation of ITOM and CMDB processes. You will facilitate communication between teams, ensure compliance with best practices, and train users on the new platform. If you have a strong background in IT Service Management and experience with ServiceNow, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualificações

• 5-10 years of experience in building and deploying complex software applications.
• Strong understanding of ITIL best practices and experience applying them.

Responsabilidades

• Act as the main contact between Technologies and the ServiceNow partner.
• Gather and document business requirements for ITOM/CMDB best practices.

Conhecimentos

ITOM Discovery

ServiceNow Implementation

Communication Skills

ITIL Best Practices

Software Development

Collaboration with Stakeholders

Formação académica

Bachelor's degree in Computer Science

Equivalent work experience

Ferramentas

ServiceNow

CMDB

CSDM

Descrição da oferta de emprego

As an ITOM Specialist, you will be responsible for representing our Technologies in working closely with our ServiceNow implementation partner to ensure the successful design, development, and deployment of the ServiceNow platform. You will collaborate with internal stakeholders and external consultants to gather requirements, define objectives, and oversee the implementation of (Discovery)/CMDB (Asset & Config) and CSDM processes that align with our organizational goals and industry best practices.

Key Responsibilities:

1. Act as the primary point of contact between our Technologies and the ServiceNow implementation partner, facilitating effective communication and collaboration throughout the project lifecycle.
2. Gather and document business requirements from internal stakeholders, ensuring alignment with ITOM/CMDB best practices and organizational objectives.
3. Collaborate with the implementation partner to design, develop, and implement ITOM/CMDB processes on the ServiceNow platform, including Horizontal Discovery, CMDB, and CSDM in a Services based architecture.
4. Review and validate ServiceNow configurations, customizations, and workflows developed by the implementation partner to ensure they meet business needs and technical standards.
5. Oversee functional testing, user acceptance testing (UAT), and go-live activities, ensuring a smooth transition to the new ServiceNow platform.
6. Provide input on ServiceNow platform upgrades, patching, and maintenance activities, ensuring alignment with the overall IT strategy and minimizing disruptions to business operations.
7. Develop and implement performance metrics, KPIs, and reporting tools to monitor the effectiveness of ITOM/CMDB processes and identify areas for improvement.
8. Facilitate training sessions and workshops for end-users and IT staff to ensure effective adoption of the ServiceNow platform.
9. Ensure compliance with ITOM/CMDB policies, standards, and regulatory requirements throughout the implementation process.
10. Stay up-to-date with the latest ServiceNow features, updates, and industry trends to provide informed recommendations for continuous improvement.

Qualifications:

1. No non-negotiable certifications, but deployment qualifications for ITOM (Horizontal Discovery), CMDB (Asset & Config), and CSDM in a service-based architecture are preferred.
2. Educational background in computer science is desirable but not mandatory.
3. 5-10 years of experience in building and deploying complex software applications.
4. Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will also be considered.
5. 7+ years of experience in IT Service Management, with a strong focus on ServiceNow platform implementation and development/Administration.
6. Experience working in a client-facing role, ideally in collaboration with a third-party implementation partner.
7. Proven experience in designing and implementing ITOM (Discovery)/CMDB (Asset and Config) and the CSDM processes, workflows, and automation on the ServiceNow platform.
8. Strong understanding of ITIL best practices and experience applying them in an enterprise environment.
9. Excellent communication and interpersonal skills, with the ability to manage relationships with both technical and non-technical stakeholders.
10. ServiceNow Certified Developer, System Administrator (CSA), ITIL Certification, Certified Implementation Specialist (CIS) are highly preferred.
11. Ability to work independently and collaboratively, managing multiple priorities in a fast-paced environment.

Required Proficiency:

1. ITOM Discovery.
2. Horizontal discovery and configuration management database (CMDB).
3. Experience in ServiceNow Discovery, CMDB, and Asset Management.