Job Position: ITSM Implementation SpecialistJob Location: Aliso Viejo, CAJob Duration: ContractKey Responsibilities:ITSM Process Ownership & Governance
- Own and manage ITSM processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog, Service Level Management, and Knowledge Management.
- Define ITSM process strategy, policies, and governance framework to ensure compliance with ITIL best practices and business objectives.
- Collaborate with stakeholders to ensure ITSM processes are effectively implemented and continuously improved.
- Monitor process performance and KPIs, ensuring continuous optimization and alignment with SLAs and business goals. ServiceNow ITSM Implementation & Enhancements
- Lead the design, implementation, and optimization of ITSM processes in ServiceNow.
- Work with ServiceNow developers and administrators to configure, customize, and enhance ITSM modules.
- Identify opportunities to automate manual ITSM processes using ServiceNow workflows, Flow Designer, and integrations.
- Ensure seamless integration of ITSM with other ServiceNow modules such as ITOM, CSM, and CMDB. Continuous Improvement & Reporting
- Drive a culture of continual service improvement by analyzing performance data, identifying inefficiencies, and implementing enhancements.
- Conduct regular service reviews with stakeholders to assess process effectiveness and identify areas for improvement.
- Develop and maintain ITSM dashboards, reports, and metrics to track operational performance and compliance. Stakeholder Collaboration & Communication
- Act as the primary point of contact for ITSM-related processes and ServiceNow ITSM functionality.
- Engage with IT teams, business units, and leadership to understand requirements and ensure ITSM processes meet organizational needs.
- Provide training, documentation, and guidance to users and stakeholders on ITSM processes and best practices.