Servicenow Support

Summary: The role of Servicenow Support involves managing and enhancing the Request Management process within Global IT Production Services. Key responsibilities include ensuring compliance with SLAs, collaborating with various teams, and driving continual improvement initiatives. The position also requires delivering training, managing process documentation, and identifying automation opportunities to improve service fulfillment. The role is pivotal in maintaining the efficiency and effectiveness of service requests and related workflows.

Key Responsibilities:

• Ensure the fulfilment of all Service Requests according to defined SLAs/OLAs and escalate proactively when at risk of breaching.
• Collaborate with Service Desk and Ops Teams for Request Management Process activities.
• Ensure that Global IT Production Services and partners are following the Request Management process correctly.
• Govern Request Catalogues, Forms & Workflows to maintain currency and consistency.
• Develop 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.
• Sponsor, design and change manage the process and its metrics.
• Ensure that appropriate process documentation is available and current.
• Define appropriate policies and standards to be employed throughout the process.
• Periodically audit the process to ensure compliance to policy and standards.
• Periodically review the process strategy to ensure that it is still appropriate and change as required.
• Communicate process information or changes as appropriate to ensure awareness to all stakeholders.
• Provide process resources to support activities required throughout the service lifecycle.
• Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
• Address issues with the running of the process.
• Own and manage the process roadmap, identifying improvement opportunities for inclusion in the CSI Register.
• Work with the CSI manager and process managers to review and prioritize improvements in the CSI Register.

Key Skills:

• Experience with ServiceNow and Request Management processes.
• Strong collaboration and communication skills.
• Ability to deliver training and manage process documentation.
• Knowledge of process improvement methodologies.
• Experience in automation and workflow management.
• Analytical skills for reporting and management communication.
• Ability to identify and manage escalations effectively.
• Understanding of IT service management best practices.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT