Service now Expert

 *Service now Expert* 

Experience – 8 to 12yrs

Location – Remote

Mandate - someone master in Service now to understand the processes and design the workflow

Skillsets – Change, Problem , Knowledge , CMDB,HAM, SAM , Incident, API etc

Detailed Jd:

Service Now Process consultant is –

 Candidate who has detail operational knowledge of Service Modules like – Change / Problem / Knowledge / CMDB/HAM/SAM /Incident/ API etc..

  ·         ITSM and ITIL Design - Plan, Design, Configure and Customize various ITSM processes like Incident, Change, Problem, Knowledge and Service Catalogue through workflow creation and documentation.

·         Problem Management - Identify the Process gaps, analyze and re-design the process workflow according to business requirement, Identify the problems within IT Infrastructure and engaging with the problem manager to analyze the re-occurring incidents to provide proactive and reactive solutions.

·         Knowledge management – Understands the wider Business Strategy and creates a km roadmap that aligns to Business demand, Design the Knowledge management process flow, Integrate the flow with SNOW, KB articles validation and approvals to qualify for publish, Routine audit to quality checks, promote and optimize the usage of the organization's knowledge database, Utilizations reports, accessibility to targeted audience. 

 ·         Incident Management - Designing and improving Incident process as per client requirement along with driving the service improvement plans for improving First Contact Resolution for Service Desk , Identifying the services or support teams contributing to SLA / OLA breaches in terms of response and resolution service levels defined in contract , MTTR for end user incident resolution and improving the customer satisfaction score / Net Promoter Score.

·         Major Incident Management – Responsible for engaging with Major Incident Manager to ensure speedy resolution of P1 and P2 Major Incidents which are causing huge business and financial impact to the Client users . Also , responsible for reviewing all the Post Incident Review for Major Incidents and submitted to the Client within defined SLA’s.

·         SLA, OLA and KPI Management: - Responsible for all defining the logic and design for all ITSM and ITIL process SLA’s OLA’s and KPI”s within Service Now. Also , a key stakeholder along with delivery managers for any sort of trend analysis for SLA improvement or SLA breaches and engaging support teams and managers for driving the service improvement or go green plan

·         Root Cause Analysis – Responsible for reviewing and performing required incident/change/problem trend analysis to drive the root cause analysis with technical and automation teams for better end user satisfaction and reduced IT issues for end users . Ensuring that the Problem Manager is furnishing the RCA’s for all major Incidents and driving any open actions coming out of the RCA with technical teams end to end.

·         Change Management - Assisting in analyzing, reviewing, and processing all the change requests to ensure all changes executed within IT have minimal impact to the organization and end users. Also, responsible for chairing and managing the Change Advisory Board meetings on weekly basis and ensuring all KPI’s and reports are published on timely basis. Responsible for communicating the major changes which have downtime and impact on organization / end users to the key stakeholders, Service Desk, IT teams and impacted end users.

·         Service Request and service Catalogue Management - Responsible for designing and implementing the process flow for various Service Request Catalogue within Service Now and End User Portal as per client requirement (Onboarding, Termination, Access, Application and hardware Requests for end users) and also Implemented new ideas to improve automation from Self-Help Portal.

·         Service Now Tool - Involved in all UAT testing , production deployment and upgrades for Service Now ITSM processes .Responsible for designing the process flow and getting the same implemented within Service Now Tool for all ITSM processes such as Service Catalogue , Incident , Change , Problem and Knowledge Management . Also , have been an integral part of designing and managing the Asset and CMDB database in Service Now along with the implementation of SAM and HAM projects in Service Now.

Interested candidates can call/whats app on +91 7396682593 or send profile in word format with current & expected ctc and notice period to srikconsulting@yahoo.com