ServiceNow Delivery Lead

Job Description

Job Description

ServiceNowDelivery Lead

Mixof ServiceNow BA + PM,)

Scope of the role

The role is responsible forsupporting, developing, configuring, testing, implementing, and maintaining theService Desk application - Service Now.

The role will work closely withthe business, 3rd party development partner and IT teams.

Key Responsibilities

Providethought leadership and subject matter expertise related to ITSM productprocesses

Participatein the delivery of projects and solutions to completion in a team environmentwhile demonstrating a consultative personality and collaborative communicationstyle.

Performdaily operational and support tasks on the Service Now platform

Identifyingareas of ITSM process improvement (efficiency and effectiveness) andrecommending solutions that detail pros, cons and risks

Managingand communicating ITSM process and business requirements ensuring that theproposed solutions meet the customer's expectations

Leadclients in their efforts to take advantage of the ServiceNow functionalcapabilities and in their efforts to improve their ITSM processes

Activelylisten to customer needs and translate collaborative discussions to formalrequirements

Workwith Project Manager / Architect to maintain open communications, and ensureultimate project deliverables are understood by internal and externalstakeholders

Connectwith QA team, manage user acceptance testing

Createend user communications, draft training materials, and host training sessionsas needed

Playa key role in the rollout of documented procedures through enterprise changemanagement and enterprise release management processes

Collaborateclosely with developers to implement the requirements, provide necessaryguidance to testers during QA process, and adjust communications per audience

Abilityto work directly with internal and external clients

Demonstratesrequirements gathering and analysis, solution design, development taskmanagement, quality assurance and release management

Skills / Experiencerequired

Sound knowledge of ServiceNow application(S) integration with third partysystems / applications.

Scripting experience - JavaScript, HTML

Participate in internal and customer meetingsidentify unique use cases for the Service Now platform

Strong understanding and experience with leading,configuring and developing with ITSM toolsets such as ServiceNow, HP Service Desk, HP ServiceManager, Cherwell and Remedy

ITILCertification preferred

Knowledgeand experience in Agile methodology, including creation of stories

ServiceNowCertified System Administrator qualification or proven recent experience insystem administrative duties in ServiceNow

Goodanalytical skills, structured and methodical approach, highly organized

Demonstratesworking knowledge of Service Now core architecture and especiallymodules such as Service Catalog / Incident / Change / ProblemManagement / Knowledge Management / Self-Service Portal