ServiceNow ITSM Process Consultant

Job ID Number

R5166

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As a ServiceNow ITSM Process Consultant, you will be responsible for working with our client to optimize their ServiceNow instance by identifying areas of opportunity and creating an action plan.

Job Description

We are in need of a ServiceNow ITSM Process Consultant. This is a 1 year remote contract and is full time. Our client is based in EST.

CAI is seeking a trained and certified ServiceNow Professional with experience in ITSM. All work will be completed in ServiceNow and will require experience with SDLC and PPM for all project status, requirements, story management and testing. Interacting daily within ServiceNow to Managing Customer Incidents and Request related to the build and implementation of ServiceNow Applications, Modules, etc.

What You’ll Do

• Conduct thorough service desk assessments, identifying areas for improvement and providing actionable insights

• Utilize your deep understanding of ITIL principles to optimize IT service management processes

•  Collaborate with IT teams to implement best practices and streamline service delivery

•  Develop and maintain documentation related to ITSM processes and procedures, including: Incident Management, Problem Management, Change Management and Knowledge Management

•  Provide training and support to IT staff on ITIL concepts and the application of ITSM tools, with a preferred focus on ServiceNow

•  Engage with stakeholders to understand business needs and align ITSM initiatives with organizational goals

• Lead continuous improvement efforts to enhance efficiency and effectiveness within the ITSM framework

• Implement ITSM solutions, with a preference for ServiceNow, to automate and improve service desk operations

What You’ll Need

Required:

• Minimum of 8 years of experience in IT service management or a related field

•  ITIL Foundation Certification (ITIL v3 or ITIL4) is required

•  Handson experience with ITSM tools, ServiceNow experience required

•  Strong analytical and problem solving skills, with the ability to conduct detailed service desk assessments

•  Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization

• Proven track record of implementing ITIL principles and driving process improvement initiatives, especially for Incident, Change, Problem and Knowledge Management areas

• Self-motivated and able to work independently in a fully remote environment

Preferred:

•  Bachelor's degree in Information Technology, Business Administration, or a related field is preferred

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

#DNP

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.