- Design, implement, and maintain ITSM processes using ServiceNow platform to ensure efficient incident management, problem resolution, change management, and service level agreements (SLAs).
- Collaborate with cross-functional teams to identify areas for process improvement and develop solutions to optimize IT operations.
- Develop and maintain documentation of ITSM procedures, workflows, and best practices to ensure compliance with industry standards.
- Analyze data from various sources to provide insights on IT performance metrics such as mean time between failures (MTBF), mean time to repair (MTTR), etc.
Job Requirements :
- 4-15 years of experience in IT services & consulting with expertise in ITSM tools like ServiceNow.
- Solid understanding of ITIL v3 or later versions including incident management, problem management, change management, major incident management, release management, service transition planning.
- Experience working with ServiceNow platform for at least 2 years with a proven track record of implementing successful projects.