ITSM

• The person acts as a Subject Matter Expert (SME) & a Point of Contact (POC) for ITSM processes across the organization and as back up and extended workbench to the Corporate team and will be occasionally assigned to global projects within the IT Service Operations Management team
• The person is responsible for continuously improving the processes
• The person consults in the area of ITSM process management, guiding project teams on the process
• The person is involved in designing and enhancing the processes and related digitalized workflows
• The person is responsible for designing, building, and sharing the ITSM process reports in Power BI
• The person designs, develops and executes test cases using ServiceNow’s Automated Test Framework
• The person is responsible for monitoring the process execution for completeness and develops and maintains the necessary KPIs to measure the team performance, Maintains KPIs to measure the processes performance and compliance level
• He / She will work closely with the ITSM Process Manager and update the delivered quality of documentation and training materials, process execution, audit readiness, and continuously support the process manager on monitoring, improving and enhancing the processes.
• Additionally, he/she will be responsible for resolving user support tickets as well as execute functional testing of enhancements and configure and update automated test cases using the tool’s Automated Test Framework.
• Creation and maintenance of Power BI reports is equally part of this role.
• The candidate will act as a digital process expert and a point of contact for the ITSM processes being part of the agile ITSM BizDevOps team.

Qualifications:
Education:

• Any - Bachelor Degree
• Specialization: ITIL Foundation, ServiceNow User, Power BI, Scrum, Testing

Experience:

• Total Experience > 9+ years
• Relevant Experience - minimum 2 years as SME