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ServiceNow Service Management Incident Process Owner

Remote:

Full Remote

Experience:

Senior (5-10 years)

Work from:

New York (USA)

Offer summary

Qualifications:

5+ years of ServiceNow Incident Process Ownership, Knowledge in ServiceNow and ITIL, Strong communication skills, Experience with global teams and frameworks, Bachelor's degree in Computer Science.

Key responsabilities:

Enhance incident process and procedures
Participate in Agile process discussions
Support cross-functional projects
Manage SLA's and platform upgrades
Champion best practices in ServiceNow

APN Consulting Inc. SME https://www.apnconsultinginc.com/

201 - 500 Employees

See more APN Consulting Inc. offers

Job description

APN Consulting has an immediate need for a direct client requirement:
Job Title: ServiceNow Service Management Incident Process Owner
Job Location: Remote
Job Travel Location(s):
Employment Type: C2H
Duration: Long Term
Work Eligibility: All Work Authorizations are Permitted - No Visa Transfers
Key Technology: ServiceNow, Service Management, Process Ownership
Requirements:
• Prolonged periods of remaining stationary at a desk and working on a computer
• Must be able to lift to 15 lbs., as needed
• Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)
• Occasionally required to bend, kneel, crouch, and reach overhead.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment.
• Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.
Employees must be able to perform the physical requirements of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.
Job Responsibilities:
• Review, recommend, design, and drive implementation of enhancements to the incident process.
• Document and maintain incident process and procedures.
• Participate in Agile process, story discussions and other Agile process areas.
• Review stories for accurate definition and acceptance criteria.
• Participate in requirements discussions and help resolve cross-functional conflicts.
• Provide formal process testing and UAT sign-off.
• Ensure consistent execution of the process across the organization.
• Consult and influence Service Owners/Managers on proper implementation of the Common Service Data Model (CSDM).
• Document and maintain service process and procedures.
• Work closely with the platform owner and stakeholders to prioritize the relevant backlog.
• Actively participate in project and scrum meetings.
• Partner with other business functions to support cross functional projects and modernization initiatives across the organization.
• Participate in project and governance meetings to ensure proper alignment across multiple functions and towers.
• Manage process workload and SLA's.
• Participate in platform upgrades.
• Demonstrate a strong technical acumen and capability, with proven results.
• Champion ServiceNow space and drive best practices.
• Measure and manage key indicators to drive global adoption of the Incident Management Process.

Skills and Experience Required:
Required:
• 5+ years' experience with increasing management of ServiceNow Incident Process Ownership.
• Established knowledge in ServiceNow and ITIL.
• Strong written and verbal communication skills.
• Skilled servant leader and able to work with a diverse team of IT professionals.
• Experience working with a global team across multiple regions and time zones.
• Experience working in a matrixed organization.
• Working knowledge of various best practice frameworks including ITIL, service management, Agile/scrum, project management, etc.
Desired:
• ITSM Certification
Education:
• Bachelor's Degree in Computer Science or related discipline.