ServiceNow Change and Release Management SME - 100% Remote - W2 ONLY

Role: ServiceNow Change and Release Management SME

Locations: 100% Remote

Duration: 12+ Months Contract

Job Description:

• The Change and Release Management SME is a key member of client-facing teams, leading the team, assisting the lead, or working independently.
• This person will lead the design, development, and implementation of Information Technology Service Management (ITSM) Change and Release Management solutions and deliverables.
• The Change and Release Management SME has knowledge of all the ITIL service management lifecycle stages and several of its processes and is responsible for aspects of the overall delivery of the Change and Release Management solution.
• The SD Incident Manager s role is to ensure that all IT group follows the Incident Management process for every incident and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all IM KPIs (Key Performance Indicators) and procedures and coordination with other teams to shorten the ticket shelf life.

Responsibilities:

• Developing and delivering ServiceNow Change and Release Management solutions
• Definition and development of technical requirements and related project documentation

Qualifications:

• Extensive knowledge in the development and delivery of ServiceNow Change and Release Management solutions
• Demonstrated ITSM, ITOM, DevOps, Agile, Scrum Experience
• Ability to translate customer requirements to technical solutions
• Change and Release Management Processes and Best Practices
• Technical documentation development, as specified in customer contracts and as internally required
• Deliver projects on customer premise or remotely as required
• Provide value-based assessments and workshops to help the customer maximize business results from ServiceNow software
• Excellent verbal and written communication skills required
• Ability to manage a team of resources
• Bachelor of Science degree in Computer Science or related degree is required
• Proven analytical and problem-solving abilities.
• Exceptional user service orientation.
• Logical bend of mind and sound demonstrated knowledge of Service Desk procedures and process. Capability to multitask.
• Openness to learn and keen attention to detail.
• Keep stakes informed about their Incidents status at agreed intervals
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Coordination/Escalation of Major Incidents.
• Escalate Incidents at risk of breaching Service Level Agreement to the responsible group.
• Owns all Incidents and Service Requests throughout the lifecycle
• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
• Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the responsible groups.
• Driving the efficiency and effectiveness of the incident management process
• Producing management information, including KPIs and reports
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Provide statistical information to support the SLA (Service Level Agreements) on an as required basis
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Determines if an incident needs to be escalated according to priority and severity of issue.
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.
• Basic knowledge of handling Incident Management tool (SNOW) would be an additional advantage.
• Able to handle and process high priority tickets.
• Able to chair meetings with Stake holders, ODMs/SDMs and towers.
• Excellent Business email writing etiquette.
• Knowledge of Service Management.