Job Description :
Position: Service Now ITIL Process Consultant

Location: Reston, VA

Contract Duration: 6+ Months

Interview Process: Phone and F2F/Skype


This role will work with the appropriate teams to provide guidance surrounding ServiceNow implementation in accordance with ITIL processes of Incident/Problem/Change management.

Your future duties and responsibilities
Candidate will support ongoing UAT efforts for subsequent releases of Service Now.
o Candidate will be involved in capturing defects in JIRA.
o Organize meetings with internal process team to identify and document new requirements.
o Follow up with the development team to assist with implementing fix, UAT and provide ongoing customer support.
o Assist in ongoing user training.
Ø Candidate will also be responsible for identifying improvements to the change management process.
o Will be responsible for coordinating working sessions with various stakeholders to capture improvement opportunities, log meeting minutes and conduct follow ups as required.
o Create/update Visio process documents and create/update process narratives as needed.
o Create/update PPT decks and present to management as needed.
Ø Metrics reporting
o Identify change management metrics and create format to report to senior management on a recurring basis.
o Create weekly mgt change metrics reports and present to management as needed.

Required qualifications to be successful in this role
Candidates should have a minimum of 3 years experience and good understanding of :
ITIL processes of Incident/Problem/Change Management
Experience with understanding, documenting and presenting business requirements. Should be able to assemble and present the information as needed to management.
Experience with creating Visio process flow, PPT. presentations.
Candidate should have experience with Service Now either as a user or with development, UAT and roll out of the tool.
Experience with JIRA is an added plus.