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Description
We have an opening for an ITSM Program Dashboards, KPIs, & Metrics SME.
ITIL is a set of best practices and guidelines, or an IT framework, designed to streamline IT Service Management (ITSM). The ITIL life cycle contains multiple sub-disciplines, or categories, all of which are designed to optimize the delivery and management of IT Services. Those are as follows in sequential order:
- Service Strategy.
- Service Design.
- Service Transition.
- Service Operations.
- Continual Service Improvement.
One of those categories is Continual Service Improvement (CSI) which at its core includes creation, deployment, & use of Dashboards, KPIs, & Metrics. Furthermore, live dashboards & trend analysis will be the main focus of this role.
In this capacity, the ITSM Program Dashboards, KPIs, & Metrics SME will:
- Creates live dashboards, KPIs, Metrics for the ITSM team;
- These reports will set the standards for IT thus they need to be 100% accurate;
- Works closely with the ITSM Program Process Owners to develop appropriate KPIs & Metrics (ServiceNow) for their tracks to ensure process adoption & adherence; and
- Works with the Service Desk & other IT Fulfillers.
Proficiencies:
- Excellent written and verbal communication skills;
- Experience in ITIL & ITSM;
- Extensive knowledge and experience in ITIL, ITSM, & ServiceNow Best Practices;
- Full understanding of Performance Analytics (PA) & other reporting applications in ServiceNow;
- Knowledge of ServiceNow CMDB is a plus;
- Experience with ISO27001, ISO27002, and associated certifications a plus; and
- Strong interpersonal skills; ability to work with diverse groups.
Qualifications:
- Bachelor’s degree or equivalent experience, Advanced degree (preferred);
- ITIL V3 and/or V4 certification is preferred;
- Minimum of 10 years of experience in IT Operations working with a variety of IT teams;
- Minimum of 5 years of experience in ITIL & ITSM;
- Minimum of 5 years of experience in ServiceNow code development;
- Minimum of 5 years of experience in ServiceNow live Dashboard, KPIs & Metrics development;
- Minimum of 5 years of experience in ServiceNow performance Analytics; and
- Minimum of 5 years of experience in ServiceNow table creation.
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E-mail Resume