Description
We have an opening for an ITSM Program Knowledge & Service Request Management Process Owner.
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 Service Transition which includes Knowledge Management. The other, Service Operations includes Service Request Management as one of its many core function. Effective Knowledge Management provides information to the IT resources particularly Service Desk & level 2/3 to Resolve Incidents as soon as possible without further delay & escalation. Furthermore, Knowledge Management System (KMS) will categorize & provide quick search options for IT Fulfillers to obtain the necessary information to address business & End User needs.
Service Request Management (SRM) fulfils Requests for the End Users for a variety of IT Products & Services. It is uniquely different from Incident Management since Service Requests are utilized to obtain IT Products and/or Services for the first time. Issues with existing IT Products and/or Services are addressed through Incident Management process.
In this capacity, the ITSM Program Knowledge & Service Request Management Process Owner will:
- Creates a weekly Knowledge Management & Service Request Management process governance;
- Defines & documents the Knowledge Management & Service Request Management processes;
- Develops & maintaining appropriate KPIs & Metrics (ServiceNow) to ensure process adoption & adherence;
- Improves the Knowledge Management & Service Request Management processes as needed;
- Provides educational material & training documents for the Knowledge Management & Service Request Management processes; and
- Works with the Service Desk & other IT Fulfillers.
Proficiencies:
- Excellent written and verbal communication skills;
- Experience in ITIL & ITSM leadership & governance;
- Expert knowledge of ITSM process development particularly with Knowledge Management & Service Request Management processes;
- Extensive knowledge and experience in ITIL, ITSM, & ServiceNow Best Practices;
- Full understanding of ServiceNow workflows in Knowledge Management & Service Request Management applications;
- 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 leadership & governance;
- Minimum of 5 years of experience in ITSM Knowledge Management & Service Request Management process development;
- Minimum of 5 years of experience in ITSM documentation using ServiceNow Knowledge Management System (KMS);
- Minimum of 5 years of experience in ServiceNow KPIs & Metrics development; and
- Minimum of 5 years of experience in ServiceNow particularly with the Knowledge Management & Service Request Management applications.
Employees will be provided with an excellent career opportunity in a collaborative environment, in addition to a generous total compensation package with the opportunity to earn bonuses based on individual contribution and firm profitability.
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