Job Description :
Over view - Sr ITSM Process Owner (Configuration / Asset)
Align configuration and asset management strategy with IT functions and available tools to achieve best-in-class service leveraging the ServiceNow platform
Conducts regular end-user / customer / stakeholder surveys and report outs as related to Configuration, & Asset Management disciplines
Define and maintain Policies for Configuration, & Asset Management disciplines
Define and maintain Procedures and Work Instructions for Configuration, & Asset Management disciplines
Define and maintain Program Charters for Configuration & Asset Management disciplines
Defines and maintains Knowledge Documentation for Configuration, & Asset Management disciplines.
Defines, Implements, Monitors Dashboards and reports for key Configuration, & Asset Management discipline health and performance metrics
Defines, maintains, and conducts oversees training programs for Configuration, & Asset Management disciplines
Defines, maintains, and conducts regular report outs on health of Configuration, & Asset Management disciplines
Drive internal and external customer satisfaction while ensuring minimal disruption to impacted stakeholders
Ensure that IT processes, standards and supporting documentation associated directly or indirectly with the ServiceNow platform are created & maintained.
Leverage knowledge and experience to deliver end-to-end solutions within ServiceNow.
This includes:
- Architect technical implementations of IT and business processes.
- Interface with vendors, business teams and executives.
- Organize and prioritize supporting development efforts.
- Coordinate the efforts of administrators and developers with organization peers to provide a seamless customer experience.
Partners with end-user / customer / stakeholder to develop user friendly self-service capabilities as related to Configuration, & Asset Management disciplines
Partners with Internal & External Audit to develop Practice, Policy, Procedure, & Work Instructions for ensuring compliance to, and the ability to report and show proof of compliance thereof as related to Change, Configuration, & Asset Management disciplines
Perform day-to-day project management duties including:
- Identify issues and risks and manage respective resolution and mitigation strategies, respectively
- Ensure that work performed is within scope, consistent with requirements, and delivered on time and at budget.
- Identify critical paths, tasks, dates, testing, and acceptance criteria.
- Measure and report upon project status.
- Leading and facilitating meetings, running workshops, and giving presentations.
Work with internal users to evaluate current state processes, define ServiceNow requirements and coordinate with platform team to architect, document, develop and configure the ServiceNow platform.
Works cross functionally with key stakeholders of Service Strategy, Service Design, Service Transition, Service Operations, and Continuous Service Operations disciplines
Works cross functionally with other Service Management discipline process owners such as Change, Event, Incident, Problem, etc.

A driven, results-oriented Manager will be required to drive results and integrate effectively into the culture.
Ability to effectively exercise tact, discretion, judgment and diplomacy when interacting and/or negotiating with internal and external customers, and senior management.
Ability to present and explain technical information in a way that establishes rapport persuades others, and gains understanding.
Broad-based information systems, technical management or business experience in a dynamic, high-technology environment.
Candidate must be able to work in a fast paced environment with aggressive project delivery expectations.
Excellent analytical, oral, written, presentation and interpersonal communications skills.
Excellent communication skills. Communication across the enterprise will be important as this leader will often be tasked with leading cross-functional teams as he/she executes these large scale programs and projects. The successful candidate must effectively communicate cross-functionally and at a variety of levels within the organization.
Excellent human resource management skills to effectively lead and direct a diverse work group; to achieve results through team efforts, and the desire and ability to motivate, persuade and direct the activities of others.
Experience in building IT Strategic Plans.
Experience in indirectly managing diverse teams to achieve common objectives.
Must have a minimum of 10 years of experience that includes 7+ years of experience in working in an IT related field involving transformational activities / programs, 2+ years working experience with ServiceNow; and 2+ years of experience managing Configuration Management Practice, and 2+ years of experience managing Asset Management Practice
Possess a thorough understanding and working knowledge of the ServiceNow platform and project management methodologies.
Strong collaboration and influencing skills are required. The successful candidate must have the ability to persuade and build consensus cross-functionally as an evangelist in a team oriented fashion. He/she must be able to inspire and motivate the organization as the transformation activities continue across IS and within the business.
ServiceNow (CMDB, Discovery, Business Service Catalog3 yrs)
Enterprise Architecture experience (1 yr+)
Advanced ITIL / ITSM practice and framework implementation experience
Experience in managing 3rd party services providers in the ITSM practice areas
Experience in managing 3rd party supplier relations and performance reporting
Experience in System Administration of one or more specific IT tower disciplines such as Server, Database, Storage, Facilities, etc.
Experience with integrations of multiple desperate transactional systems across the enterprise
Experience with leading managing technology service groups such as IT Infrastructure Operations, IT Network Operations Center, or Service Desk
Experience with transformational projects requiring migration from/to new systems & platforms

Advanced Certification in Process Engineering or equivalent
B.A. or B.S.
ITIL Intermediate
ITIL Expert
M.A. or M.S.
ServiceNow Platform Administrator