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ServiceNow ITSM Specialist
2 months ago
At Integro Softwares Inc, we are seeking a highly skilled ServiceNow ITSM Specialist to join our team. As a key member of our IT service management team, you will be responsible for analyzing and documenting business processes and requirements, implementing changes to supported applications, and ensuring seamless service delivery.
Key Responsibilities:- Consult with business units to identify, analyze, refine, and document business requirements
- Analyze and test proposed changes to business-related application information
- Resolve data issues causing problems within applications
- Troubleshoot, research, and analyze application-related issues and questions
- Assist in identifying requirements for testing, develop test plans and scripts, assist in coordinating testing, and documentation of test results
- Build application and vendor integrations which support business process and workflow automation
- Perform post-deployment validation for complex applications
- Work closely with application administrator to understand impact of work
- Liaise with Organization's Enterprise Architect team in order to align solutions to company standards
- Serve as a liaison among development teams, application services, and the business, including functioning as a subject matter expert (SME)
- Consult with vendors on technical aspects of assigned applications
- Bachelor's degree in Computer Science, IT, Business Administration, Commerce, or a related field
- A minimum of 5 years' experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environment
- ITIL Certification is preferred
- Experience working with ServiceNow ticketing system
- Experience with development and implementation of ServiceNow ITSM modules
- Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, or other ITSM application
- Experience with extending the ServiceNow schema to custom applications
- Experience with other ITSM software (BMC, Landesk, Cherwell, Heat, Axios, HP, etc.)
- Highly service-oriented, flexible, and motivated
- MS Office support experience
- Outstanding Communication Skills
- Must have excellent customer-service, listening, communication, and problem-solving skills
- Must have excellent leadership and collaboration skills to facilitate continuous service management improvement across IT functions
- Must have experience leading or participating in agile and/or lean initiatives
- Strong facilitation, coordination, and interpersonal skills
- Ability to raise, resolve, and close issues to the satisfaction of all stakeholders
- Ability to work independently under minimal supervision
- Great attention to detail, able to prioritize, and produce accurate results under deadline
- Ability to consistently meet required deadlines
- Customer Orientation
- Team Management
- High Standards
- Organization & Planning
- Results Orientation
- Communicativeness
- Change Mastery
- Business Thinking
- Relationship Building
