Servicenow ITSM Major Incident Management Lead(MIM)

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.



Servicenow ITSM Major Incident Management Lead (MIM)
Duration: 6 months
Contract


Responsibilities:

• In-depth knowledge of ITSM processes
• End-to-end operational process design ensuring the process is "Fit for Purpose
• Creation & monitoring of key process operational metrics and business outcome-focused balanced scorecards
• Driving technical bridges and submitting Post Incident summary reports
• Should have extensive knowledge in creating value cases for process enhancements
• Should have analytical skills for constant process improvements
• Excellent problem-solving skills i.e., the ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
• Good judgment skills with a strong sense of urgency and attention to detail
• Monitoring the effectiveness of all the processes and making recommendations for improvement
• Ability to identify dependencies between different processes and resolve process issues
• Maintain awareness of the process, including communicating information about any changes to the existing process with IT & Non-IT users
• Hold regular process reviews to keep the process up-to-date and to ensure that it's being invoked as intended

Major Accountability/Mandatory Requirements:

• Should be able to manage/drive projects assigned with zero supervision
• Tremendous project management skills
• Excellent communication skills both written & verbal is a gate
• Tremendous Powerpoint & Excel experience is a must
• Team and customer-oriented attitude
• Demonstrated ability to work under pressure
• Proven strong ServiceNow experience
• Experience in analyzing & implementation of automated tools
• Managing third-party vendors
• Ability to create informative & innovative newsletters and related marketing materials
• ITSM Expert or ITIL Intermediate is mandatory
• Support window: 24X7X365 with weekend rotational shifts

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.