Summary: The ITSM Lead and ServiceNow Expert role is focused on leading IT Service Management initiatives and implementing ServiceNow solutions within an organization. The position requires a strategic leader with extensive experience in ITSM principles and ServiceNow, responsible for driving best practices and mentoring the ITSM team. The candidate will collaborate with service owners and stakeholders to optimize service delivery workflows and ensure successful integration of ITSM processes. This is a long-term remote position aimed at enhancing service delivery and process improvement.

Key Responsibilities:

• Lead and mentor the ITSM team to achieve excellence in service delivery.
• Provide ITSM expertise for Demand Management, Service Request Management, Service Level Management, Incident Management, Problem Management, Knowledge Management, and Continual Process Improvement.
• Plan Service Delivery workflows and translate requirements for development.
• Maintain standards for the Service Request process and vet enhancement requests.
• Serve as a Business Analyst for catalog-related requests.
• Represent Network Connectivity Services requirements with the ServiceNow team.
• Design, implement, and maintain ITSM processes using ServiceNow.
• Manage and optimize the ServiceNow platform for ITSM processes.
• Collaborate with stakeholders to define and document business requirements.
• Develop and deliver training programs on ITSM processes and ServiceNow usage.
• Monitor and analyze ITSM metrics to identify trends and opportunities for automation.

Key Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field; advanced degree preferred.
• Minimum of 5 years of experience in IT Service Management and hands-on experience with ServiceNow.
• Proven track record of successful ServiceNow implementations and process improvements.
• Strong understanding of ITIL frameworks and their application in ITSM.
• Knowledge of Network Connectivity Services workflows including LAN, WAN, Datacenter, and Network Security.
• Excellent communication and interpersonal skills.
• Analytical mindset with troubleshooting capabilities.
• Leadership experience with team mentoring abilities.
• ServiceNow certifications such as CSA or CIS are desirable.

Salary (Rate): 44.64

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: Senior

Industry: IT