ServiceNow Process Owner
Our client, an innovator the aerospace industry, is hiring a ServiceNow Process Owner to join the team in Georgia on a contract basis. The successful candidate will take ownership of maintaining a robust and efficient Incident Management process, while leading the optimisation of ServiceNow’s Agent Workspace and Digital Workspaces, prioritising out-of-the-box functionality to enhance maintainability and reduce the need for customisation.
Responsibilities
- Take ownership and governance of the Incident Management process, ensuring it aligns with ITIL v4 standards and organisational objectives.
- Work closely with stakeholders, service desk personnel and platform developers to enhance the effectiveness of Agent Workspace and Digital Workspaces.
- Develop and deploy streamlined workflows, favouring configuration over custom coding.
- Provide guidance to developers and administrators on implementing low-code/no-code solutions.
- Keep process documentation, SLAs and KPIs up to date for effective incident management.
- Serve as a subject matter expert on ServiceNow best practices and user configuration.
- Collaborate with business and IT teams to deliver high-quality services and drive continuous improvements.
- Promote platform consistency and sustainable design by minimizing customizations unless necessary.
Skillset
- Certified in ITIL v4 with comprehensive knowledge of ITSM best practices.
- ServiceNow Certified System Administrator (CSA) certification is required.
- Demonstrated experience as a ServiceNow Process Owner, specializing in Incident Management.
- Practical experience working with Digital Workspace and Agent Workspace functionalities.
- Expertise in service desk operations and user provisioning within ServiceNow.
- Strong expertise in platform governance and preserving out-of-the-box capabilities.
- Exceptional skills in stakeholder management, communication and documentation.
- Proven ability to work effectively in agile or ITSM transformation environments.
53522
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