ServiceNow ITSM Lead Implementation
ServiceNow ITSM Lead Implementation
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Salary Not Disclosed
1 Vacancy
Job Description
Needs to enlist expertise to spearhead a modernization initiative aimed at upgrading their IT processes. This work involves transitioning from Cherwell ticketing system to ServiceNow Information Technology Service Management (ITSM) with a full implementation of Incident Management Request Management Change Management Problem Management and Knowledge Management for the Office of Administration. In addition the State requires implementing an Identity Governance and Administration (IGA) solution to streamline and enhance provisioning deprovisioning and employee transfers for IT service operations. This will tie the already implemented Common Service Data Model (CMDB) to these processes.
Responsibilities:
Analyze /Design:
- Review ServiceNow Process Design Documents Architecture Diagrams and business requirements
- Validate key use cases and finalize design
- Review and recommend updates to documented requirements
Build:
- Configure ServiceNow ITSM and required integrations utilizing the current Employee Center Portal (Prototype and validate design):
- Incident Management
- Problem Management
- Request Management
- Major Incident Management
- Change Management (publish up to 10 Standard Changes)
- Ensure non-con agencies cannot view any agency data
- Knowledge Management
- Service Requests (build up to 12 Catalog Items: 4 low 4 med 4 high complexity items (to include on-boarding items))
- Service Level Management
- Configuration Management (CMDB); CSDM data required for incident form
- If required Expansion and refinement of the foundation Data
- Integrations (up to 5 unidirectional and up to 5 bidirectional)
- Validate/Configure ServiceNow ITOM Discovery
- Develop automated test scripts (ATF) for ITSM submissions and fulfillment
- Conduct Unit Testing
- Review and approve ServiceNow configurations
- Real-time data exchange
Test:
- Facilitate States User Acceptance Testing
- Run ATF scripts
- Engage end users and integrated application teams for user acceptance testing of consolidated provisioning/deprovisioning functionality
- Resolve defects and issues identified in UAT
- Deploy platform configuration from Dev to Test to Prod environment
- Provide Architectural and Technical design documents
- Deliver as designed training for the ServiceNow Administrators for the SoM
- 4 years experience leading and managing ServiceNow projects
- 2 years experience with ITIL framework
- 2 years experience with ITSM
- 2 years experience with ServiceNow CSDM version 4.0 or higher framework
- Certified ServiceNow CMA or CTA is preferred
Skill
Years of Experience Required
Required/Desired
Candidate Years of Experience
Note
Leading and managing ServiceNow projects
4 years
Required
ITIL framework
2 years
Required
ITSM
2 years
Required
ServiceNow CSDM version 4.0 or higher framework
2 years
Required
Certified ServiceNow CMA or CTA
Desired
Employment Type
Full-time
