ITSM Lead

Washington, AR - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title:ITSM Lead
Location: Washington DC( On-Site)
Long Term Project

Leads the design and migration of IT Service Management capabilities into ServiceNow including Incident Change Problem Request and Knowledge Management as well as the CA Service Desk decommission.

Education: Bachelors degree in IT Computer Science or related field.
Experience: 6 years ServiceNow ITSM configuration and administration; direct experience migrating from CA Service Desk or equivalent legacy platform preferred.
Certifications: ServiceNow CIS ITSM required; ITIL v4 Foundation required; ITIL v4 Managing Professional a plus.
Clearance / Other: Must pass Client background check; ability to work on-site at 300 7th St SW Alexandria and Hyattsville as required.

Key Responsibilities:
Configure Incident Change (CCB workflow) Problem Request and Knowledge modules per WMATA requirements
Design and implement SLA definitions escalation paths and notification rules
Migrate historical ticket data and knowledge articles from CA Service Desk
Integrate ITSM with CMDB Active Directory and Genesys CCaaS
Develop standardized catalog items and approval workflows for IT Payroll HR UDR and MetroTime helpdesks

Key Skills: ServiceNow ITSM (Zurich) CA Service Desk data migration SLA configuration workflow engine service portal Active Directory ITIL processes

Job Title:ITSM Lead Location: Washington DC( On-Site) Long Term Project Leads the design and migration of IT Service Management capabilities into ServiceNow including Incident Change Problem Request and Knowledge Management as well as the CA Service Desk decommission. Education: Bachelors degr...