Job Description :
Position : Sr. ITIL or ITSM Expert with ServiceNow
Location : Nashville-Davidson, TN
Duration : Fulltime (Permanent)
Job Description:
This role is required to lead our transformation and develop our new service offering around knowledge management.
Highly experienced, this individual must be capable of providing guidance in terms of ServiceNow implementation, as well as establishment of processes, and an overall approach for our new service model.
The role will require developing an end-to-end approach all the way through to how we deliver to customers, following corporate guideline or standards as needed, and ultimately ensuring the knowledge base delivers value to the customers and support teams.
A key component of the delivery will include a Self Service Portal for end User Access to the Knowledgebase.
Major Accountabilities:
Review of both legacy Service Transition and Operational Acceptance Processes
Develop an understanding of existing Knowledgebase and operational processes from both Legacy organisations and ServiceNow instances
Establishment of new Knowledgebase design and implementation within new ServiceNow instance
Work with Corporate IT Communications functions to ensure adherence with WTW standards for documentation and communications
Develop appropriate processes (and training plan) for ongoing support and operation of the Knowledgebase and Knowledge Management for Operational Acceptance / Service Transition and Support
Work closely with the Project and Service Management leadership on the development of a transition plan for migration of existing knowledgebase and associated processes
Outline, a phased plan and approach for on-going (post transition) review / refresh and consolidation of the combined knowledgebase.
Guide the development of the Self Service Portal components and KB article formats to provide easy to use access for End Users and Operational Support teams
Minimum Criteria & Skills:
A Bachelor''s degree and minimum of 5 years of work experience in Technology industry with a focus on IT infrastructure, operations and IT Service Management
In depth experience of Knowledge Management as it relates to IT Service Management and self-service.
Overall knowledge of ITIL''s Service Design, Service Strategy, Service Transition, Service Operations, and Continual Service Improvement processes (ITIL v3
Minimum ITIL v3 Foundation certification:
Detailed knowledge of ServiceNow platform is preferred
Excellent communication skills through a wide range of methods
Ability to simplify technical instructions so they are understandable and easy to follow
Must have experience developing or working in an environment which utilizes knowledge management and self-service
A heavy focus on customer service, customer experience and usability
Understands the concept of self-service and the importance of knowledge management
Actively promotes sharing of information and knowledge, influences strategy, encourage innovation and manages change
Ability to perform effective stakeholder management
Customer Service orientation with a strong bias toward action
Ability to influence, network and collaborate with stakeholders
Negotiation and persuasion skills "