ITIL Service Management Associate ITSM
Request Technology, LLC - coppell, TX
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***This is a 6 month contract to hire CTH role, not a straight contract, only candidates that want to convert a permanent employee will be considered***Prestigious Financial Institution is currently seeking a ITIL Service Management Associate with strong ServiceNow experience. Candidate will be responsible for the review and streamline the existing Service Request catalog. Candidate will develop and implement ServiceNow Employee Center utilizing the streamlined catalog.Responsibilities:Manage the IT Service Management Knowledge and Service Request processes with focus on effectiveness, efficiency, and responsiveness to customer issuesrequests or operational issues while ensuring adherence to policies, procedures, and controlsProvide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) on the Service Request process to ensure ongoing process compliance and adherence to controlsCoordinate and facilitate discussions and working sessions between SROs and Incident managers ensuring appropriate level of requirements gathering are understood, documented, and reviewedConsult with SROs to improve the Service Request Catalog Service Portal Employee CenterConsult with SROs on applicable procedures, job aids, process flows, and controls that support Service Request and Knowledge Management processesDevelop, monitor, and report the agreed Key Performance Indicators corresponding to compliance with senior managementDrive continuous improvement through trend reporting analysis and metrics managementContinually work towards making improvements to the processes and corresponding ITSM modulesCoordinate with other ITIL Process OwnersQualifications:Experience with ServiceNow (required)Experience with ServiceNow Employee Center Unified Portal (required)Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective platform that adheres to governance standards.Experience with Microsoft Office desktop tools (Project, Word, Excel)Experience with Atlassian tools (JIRA, Confluence)Familiarity various data interpretation techniques.Experience with Agile Methodologies and ConceptsFamiliarity with ITIL modules e.g. Incident, Problem, Change, Config, Release, Service Portal, KnowledgebaseAbility to follow regulatory documentation procedures and requirements.
Created: 2024-10-10