Job Description :
Key Responsibilities:
Fill the role of Process Owner for one or more ITSM processes. Driving operational excellence, IT best practice compliance and continuous improvement.
To lead overall activities related to the implementation and adoption of our primary ITSM processes, including but not limited to: Incident Management, Change Management, Service Asset and Configuration Management, Problem Management, and Release Management.
Manage the day-to-day interactions and flow of tasks between our managed service provider teams, internal stakeholders, and BPT teams.
Establish, maintain, and improve our ITSM processes to eliminate waste and develop repeatable and sustainable services and solutions, providing value to the business.
Develop reports and dashboards to measure the effectiveness of and compliance with our processes
Maintain an inventory of our hardware assets and configuration items within our AMDB/CMDB.
Manage relationships with off-shore resources. Contribute to the development of these same resources, providing support and guidance.

Required Experience & Qualifications:

Strong interpersonal communication and collaboration skills
Strong project management and organizational skills
Strong IT Service Management mind set, with ITIL Foundation Certification
Ability to present ideas clearly and convincingly to all levels of the organization.
Ability to manage multiple activities at once in a fast-paced, demanding environment
Strong ServiceNow experience
High motivation, self-starter, flexibility, common sense and can-do attitude
Experience in working with outsourced vendors as well as offshore resource management
5 years’ experience in information technology

Preferred Qualifications:
ITIL Intermediate certifications in Service Strategy, Design, Operations, and Continual Service Improvement.
Experience implementing and managing a configuration management database (CMDB)
Experience managing hardware/software management process