Position Overview

Position Overview:

The IT Service Management Specialist plays a key role in the ITSM function focused on the design and administration of the Enterprise Tools. The role defines the interfaces, data flows, general operations and support of the enterprise tools and ITSM processes that support asset, service, scrum masters, project and portfolio managers globally, enabling efficient and effective use of the tools. The role is also responsible for testing system upgrades and will support the design, delivery, and improvement of system processes, knowledge articles, training, and courseware.

Job Context & Major Challenges:

• Serve as the main point of contact related to ServiceNow, Flexera, AppBroker and Apptio
• Change management and increasing user adoption of the tool as these have been past challenges; will require establishing strong connections with service owners and the IT PMO team to enable agile and provide robust solutions through the tool
• Re-think training with a focus on building documentation and support resources
• Understand the technical solution, interfaces, and data flows between enterprise tools
• Manage and direct external third-party partners supporting the tools

Responsibilities & Qualifications

Duties & Responsibilities:

General support, administration, and maintenance of the enterprise tools with a primary focus on the ServiceNow platform:

• Operations and administration of ITSM, ITBM and Agile modules within ServiceNow
• Day-to-day support and maintenance of ServiceNow, Flexera, AppBroker and Apptio
• Work with the functional team to develop solutions in the tool; coordinate support and development efforts within the admin team
• Use workflows to manage processes from the customer to the fulfillment teams
• Understand evolving needs of the IT Service Owners and PMO organization to configure the system accordingly
• Monitors the health, usage, and compliance of enterprise tools as well as develop system integrations and process automation
• Create and configure business rules, notifications, UI policies, UI actions, UI pages, UI macros, client scripts, and ACLs as it pertains to the PPM module
• Coordinate application and platform upgrades, load, manipulate, and maintain data between ServiceNow and other systems.

Ownership of project reporting and dashboards:

• Guide development of ServiceNow modules to enable leaders to measure service level agreements, key performance indicators, project success by capturing data related to cost, schedule, quality, and resources
• Collaborate with project managers and leadership to understand reporting needs; create reports and dashboards, accordingly, adjusting as things evolve

Supporting design, delivery, and improvement of system training:

• Develop training plans for end users
• Support efforts of the group to move from Waterfall to an Agile methodology
• Create knowledge articles, training materials including presentations, user guides, and process documents

Design, deliver and mature the enterprise tools:

• Enhance the existing ServiceNow CMDB to mature the solution and be the single source for all relevant asset information
• Ensure interfaces perform well between enterprise tools and supporting systems to help achieve organizational goals
• Upgrade and enhance tools to automate workflows and improve overall tool capabilities while optimizing the process

Requirements & Qualifications

• Bachelor's degree in IT, Computer Science or related field required
• ServiceNow System Administrator Certification preferred
• Appito System Administration preferred
• Experience with Flexera tools is preferred

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Location Profile

Novelis' Global Corporate Headquarters is located in the Buckhead neighborhood of Atlanta Georgia and employs approximately 250 people. It is co-located with Novelis' North America regional office which employs approximately 225 people. Supporting its 24 operations worldwide Novelis' corporate office is home to the executive leadership team and global functions that support the automotive beverage can and high-end specialties value streams. The City of Atlanta provides a diverse and family-friendly place to live with countless museums cultural organizations and educational institutions including the Georgia Aquarium Woodruff Arts Center CNN Center Georgia Tech and Mercedes-Benz Stadium. In the Atlanta area Novelis has strong community partnerships with Atlanta Habitat for Humanity GeorgiaFIRST and Agape Youth and Family Center in addition to many local museums and community groups. Novelis recognizes its talented and diverse workforce as a key competitive advantage. Novelis provides equal employment opportunities to all employees and applicants. All terms and conditions of employment at Novelis including recruiting hiring placement promotion termination layoffs recalls transfers leaves of absence compensation and training are without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal provincial or local laws. Novelis recognizes its talented and diverse workforce as a key competitive advantage. Novelis provides equal employment opportunities to all employees and applicants.All terms and conditions of employment at Novelis including recruiting hiring placement promotion termination layoffs recalls transfers leaves of absence compensation and training are without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal provincial or local laws.