ServiceNow Request Management Process Lead

ServiceNow Request Management Process Lead – Remote – Inside IR35

Duration: 12 months + extendable

An experienced ServiceNow Request Management Process expert is required for a long-term project with a fast-growing IT company.

Responsibilities:

Request Process support:

• Ensure the fulfilment of all Service Requests according to the defined SLAs/OLAs and escalate proactively when at risk of breaching; including handling delivery on more complex request catalog (form changes, new forms, workflow changes, etc) that is not covered by our AMS support of Service Now
• Collaborate with Servicedesk and Ops Teams for Request Management Process activities
• Ensure that Global IT Production Services and partners are following the Request Management process correctly
• Governing Request Catalogues, Forms & Workflows to maintain currency and consistency
• Developing automation across Request Management workflows to produce faster fulfilment times & self-service experience
• Deliver training courses related to Request Management to all IT delivery teams
• Identify and manage continual improvement opportunities from a process, tooling & organizational perspective
• Provide Reports and Management Communication to ensure the correct and timely fulfillment of Service Requests
• Resolve escalations from stakeholders where required
• Identify tooling opportunities to enhance the process.
• Sponsoring, designing and change managing the process and its metrics
• Ensuring that appropriate process documentation is available and current
• Defining appropriate policies and standards to be employed throughout the process
• Periodically auditing the process to ensure compliance to policy and standards
• Periodically reviewing the process strategy to ensure that it is still appropriate and change as required
• Communicating process information or changes as appropriate to ensure awareness to all stakeholders
• Providing process resources to support activities required throughout the service lifecycle
• Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process
• Addressing issues with the running of the process
• Own and manage the process roadmap
• Identifying improvement opportunities for inclusion in the CSI Register
• Working with the CSI manager and process managers to review and prioritize improvements in the CSI Register