ITSM Process Development Expert

Job Description: We are seeking a skilled ITSM Process Development Expert to drive the adoption and consumption of the ServiceNow platform. As a key member of our engagement team, you will lead and collaborate with customers to improve their IT service management processes.

Responsibilities:

• Lead customer design workshops to define and refine business requirements for functional aspects of the solution
• Draft user stories, acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them
• Manage and communicate ITSM process and business requirements to the delivery team to ensure proposed solutions meet customer expectations
• Contribute towards continuous improvement of leading practices

Requirements:

• 10+ years of directly relevant experience
• 4+ years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and tuning
• Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment