Remote ServiceNow Practitioner

Remote in Mckinney, TX, US • Posted 10 hours ago • Updated 10 hours ago

Full Time

On-site

USD $45.00 - 50.00 per hour

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Job Details

Skills

Incident Management
Change Request Management
Configuration Management Database
Mapping
FOCUS
Analytical Skill
Conflict Resolution
Problem Solving
Performance Monitoring
Optimization
Workflow
Web Portals
Dashboard
Performance Metrics
Operational Efficiency
Knowledge Management
Service Desk
SD
Routing
IT Service Management
ServiceNow
ITIL
Microsoft Excel
Microsoft Power BI
JIRA
TCM
DICE

Summary

JOB TITLE: SERVICENOW PRACTIONER
LOCATION: MCKINNEY,TX (REMOTE)
WAGE RANGE $45-50 PER HOUR - W2 ONLY
DURATION: INITIAL 6-MONTH CONTRACT, POTENTIAL FOR EXTENSION(S) AND/OR CONVERSION TO FTE
WORK SCHEDULE: M-F FIRST SHIFT, 40 HOURS/WEEK
JOB#: 15017085

REQUIRED:

Minimum 3 years of ServiceNow ITSM implementation and operational experience.
Demonstrated experience working with ServiceNow ITSM modules, including Incident Management, Service Request Management & Knowledge Management.
Experience with ServiceNow ITSM implementations, platform enhancements, and operational improvements initiatives.
Proven experience executing support model improvements, including assignment group streamlining and routing optimization.
Hands-on experience with ServiceNow knowledge management and self-service deflection.
Proficiency in ServiceNow dashboards and reports for operational metrics.
Foundational understanding of ServiceNow CMDB, including experience with configuration items (CIs) service mapping and relationships.
Experience working within large-scale enterprise ServiceNow environments.
Strong execution focus - delivering tasks to meet defined goals and timelines.
Strong analytical and problem-solving skills with the ability to execute platform improvements within defined timelines.

JOB DESCRIPTION:

What is the primary mission of this role?

This role requires hands-on ServiceNow practitioners with proven experience executing ITSM platform improvements within large-scale enterprise environments; candidates should demonstrate practical experience configuring and optimizing ServiceNow workflows, routing logic, and operational processes.
The ServiceNow practitioners will execute platform improvements focused on routing automation, self-service deflection expansion, and operational performance monitoring.
The role supports optimization of incident routing and reduction of ticket reassignments.
Performs hands-on configuration analysis and operational improvements that enhance ticket resolution efficiency and reduce service desk workload.
The ServiceNow consultant will be responsible for executing critical improvements in ServiceNow ITSM by validating service ownership, streamlining and optimizing assignment groups, and aligning routing logic to streamline support operations. The role focuses on structural improvements that support further automation and operational efficiency.

What are the main functions of this role?

Analyze existing ServiceNow auto-assignment rules and identify inefficiencies.
Enhance routing logic for the highest-volume services to reduce reassignment rates and service desk touches.
Expand self-service deflection by identifying recurring incidents and updating knowledge articles.
Optimize self-service workflows within the Service Portal to support resolution of recurring incident types and increase ticket deflection.
Build dashboards to track key performance metrics.
Provide monthly reports on operational efficiency improvements.
Optimize knowledge management to support self-service and reduce repeat incidents.
Validate and finalize service ownership mappings in ServiceNow.
Deactivate redundant or inactive assignment groups to achieve reduction targets.
Align support groups to validate service ownership for accurate routing.
Analyze routing pattens to identify inefficiencies.
Reduce default Service Desk intake routing through to minimize unnecessary SD touches.
Develop operational guides for support teams on updated group structures and routing standards.
Monitor support models for sustained routing accuracy.
Develop concise guides for service owners and support managers
Align changes to ServiceNow ITSM best practices and governance.

Desired Skill Sets:
ServiceNow Certified System Administrator (CSA)
ServiceNow Certifications
ITIL
Advanced Excel, PowerBI, PowerApps, Jira

Education Level Required:

Bachelors degree in a related field

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

#Dice

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: cxtcml
Position Id: 26-00459
Posted 10 hours ago

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