ServiceNow IT Manager

While these position is 100% remote, candidates must reside in one of the following approved states:

Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Wisconsin

RESPONSIBILITIES:

• Managing multiple processes within the Information Technology Infrastructure Library (ITIL) framework.
• Leads the activities required for effective and efficient operation of those processes using ITSM best practices.
• Leads work efforts to improve efficiencies across IT Service Management (ITSM) process lifecycles.
• Functions as a lead business partner with ITSM process stakeholders and team members.
• Monitors processes for alignment with ITSM best practices.
• Responsible for ensuring ITSM process and quality deviations are remediated and serves as an ITSM team escalation point of contact for complex process challenges.
• Develops and disseminates ITSM process documentation.
• Reviews and revises existing documentation.
• Acts as a team mentor for documentation practices.
• Proactively analyzes service performance KPIs and metrics, identifies improvement opportunities, designs and leads continual service improvement initiatives.
• Leads research and review of ITSM best practices to identify industry advancements and to recommend tools and processes for the enterprise.
• Provides ITSM project services and support with limited management oversight. Intakes and assesses moderately complex requests and new workflows with minimal supervision.
• Evaluates requests against existing tools and technologies.
• Works with other Digital teams, business partners, and vendors for configuration, testing and implementation. Collaborates with Office of Information Technology (OIT) partners for related processes and leads joint ITSM projects.
• Trains users of ITSM processes on how to perform their function using ITSM tools and procedures.
• Develops training content and mentors junior ITSM Specialists on training activities.
• Responds to requests and support items within designated times according to SLAs and provides regular updates until resolution.
• Assists in queue management to be sure items are answered and followed up on efficiently.
• Provides and communicates clear documentation for support, status, and issue resolutions.
• Reviews customer survey responses and resolves customer concerns.
• Escalates complex customer complaints and advises on resolution strategies.
• Provides on-call coverage as scheduled. Assists in creating team on-call schedules.
• May serve on major incident management bridge in one of the roles defined for the ITSM team.
• Responsible for training for new ITSM team members.
• Provides feedback on junior staff performance to Manager.
• Performs other responsibilities as assigned.

Preferred Qualifications:

• ITIL Foundation Certification
• Experience with ServiceNow Request Management modules
• Strong understanding of ServiceNow best practices for request fulfillment
• Experience in designing and optimizing ITSM request workflows
• Familiarity with ServiceNow Performance Analytics and reporting tools

MINIMUM QUALIFICATIONS:

• Bachelor s Degree in IT related field.
• 7 years of Information Technology experience.
• ITIL Foundations and IT Service Management certifications preferred.
• 10 years Information Technology experience required in lieu of a degree.