Job Description :
There is a need for professional assistance to ensure proper implementation of ITAM module in accordance with public-sector best practices and business objectives. The role requires expertise in process design and implementation and configurable ServiceNow capabilities of core ITSM processes and more specifically, ITAM.
The initiative will result in have a fully functional IT Asset Management program with mature lifecycle processes and properly configured and implemented technical tools (including the ServiceNow ITAM module) to ensure compliance with public-sector best practices and standards.
Essential Job Functions:
Provide leadership and ITIL experience to simplify and improve the current processes based on industry best practices
Assist in mapping and translating process workflows for Asset Management in the ServiceNow system
Assist in identifying and redesigning modifications to the business processes for Asset Management in the ServiceNow system based on ISO 20000-1:2 requirements and industry best practices
Work with technical implementation team implementing ServiceNow to ensure ITSM and specifically ITAM process requirements are translated into appropriate solutions design and configuration in ServiceNow
Assist the ITSM process team in mapping system integration data from other systems, file data feeds from storage and other sources into ServiceNow data elements
Technical assistance in preparing the new process guide for ITAM for various teams in using the new ServiceNow system
Technical assistance in preparing the new process guide for asset management for applications, data center and end user devices in using the new ServiceNow system
Assist with preparing & structuring test cases and developing technical content of training materials
Develop custom reports
Collaborate with project managers, infrastructure team, application developers, and users at all levels
Extract requirements, redesign process flows, and implement the processes
Understand the ITSM landscape of the Customer and understand In-scope ITIL processes to be designed
Provide ITIL best practice service management consulting at a strategic, design, and operational level for the Customer''s environment
Prepare the Process definition plan, identify the reviewers, and process sign-off mechanism
Author the Process documents and obtain signed-off
Educational Qualifications and Experience:
Role Specific Experience: 5+ years of relevant IT experience with minimum 2 years of experience of at least 2 ServiceNow in the cloud implementations of core ITSM processes
3+ years of extensive hands-on experience in conducting assessments, in designing business processes for infrastructure and application change, release, configuration and asset management and implementing ITIL service management solutions for governments/public-sector organizations
Hands-on experience in migrating from Remedy to ServiceNow for change, release, configuration and asset management as well as mapping Remedy CMDB to ServiceNow CMDB and asset table
Hands-on experience in training end users in the usage of ServiceNow for change, release, configuration and asset management
Expert in creating ad-hoc reports using ServiceNow
Experience in preparing process documentation, training materials, and user test cases
Demonstrable experience leading business process workshops
Experience developing standard methods, tools & templates
Education: Bachelor''s degree in Computer Science (preferred)
Certification Requirements:
ServicNow Certified Implementation Specialist (required)
ITIL V3 certification, ISO20000 Certification ITIL Manager''s certificate (preferred)
Required Skills/Abilities:
The Implementation Specialist must possess relevant ServiceNow certification and have direct experience implementing all modules of ServiceNow in the cloud for at least three (3) large governments/public-sector organizations in the past five (5) years.
Expert in ITSM process design with an excellent knowledge of Infrastructure and Application Change, Release, Configuration and Service Asset, Incident and Problem Management using ServiceNow
Expert in ServiceNow OOTB / configurable capabilities / features for change, release, configuration, asset management, CMDB, asset tables, and reporting
Expert knowledge of ISO 20000-1/2 requirements
Expert in using Visio and MS Project
Excellent presentation skills, verbal and written communication skills, and facilitation skills
Good documentation and process flow diagramming skills