ServiceNow Expert - ITSM

We are seeking a highly skilled ITSM Service Management Lead to join our organization. As a key member of the IT team, you will be responsible for driving major incidents in the environment, ensuring good knowledge and exposure on Change Management, Problem Management, and Service Request Management.

Your primary focus will be on configuring, customizing, and maintaining the ServiceNow Knowledge Management module, as well as developing and implementing workflows, templates, and article structures.

Additionally, you will work closely with IT teams, subject matter experts (SMEs), and other stakeholders to identify knowledge needs and gaps. You will also be responsible for establishing and enforcing content lifecycle processes, providing guidance to contributors on knowledge creation best practices, and designing and generating dashboards and reports within ServiceNow to track key performance indicators (KPIs).

We require a minimum of 8 years of experience in a similar role, along with a strong background in IT service management. Certification in ITIL and ServiceNow/Fresh Service would be an added advantage.

This role demands strong communication and interpersonal skills to engage effectively with stakeholders, as well as the ability to establish policies and guidelines for knowledge management practices.