Overview
Implement ServiceNow ITSM: incident, problem, change, request and knowledge, designed to ITIL practice.
What you'll do
- Configure incident, problem, change and request management
- Design the Service Catalog and Service Portal
- Design SLAs, assignment and escalation rules
- Set up knowledge management and Employee Center
- Run ITIL-aligned process workshops and fit-to-standard sessions
- Build major incident and change advisory board workflows
- Support testing, UAT and hypercare
What you bring
- Hands-on ServiceNow ITSM implementation experience
- ITIL 4 process knowledge
- Service Catalog, SLA and notification configuration
- CMDB and CSDM basics as they apply to ITSM
- Requirements workshops and functional design
- UAT and go-live support
- Stakeholder engagement across IT operations and the business
You don't need every item on this list. If most of it fits, send your CV.
Nice to have
- ServiceNow CIS-ITSM certification
- CIS-Data Foundations (CMDB and CSDM)
- ITIL 4 Foundation or higher
- ITSM Pro, Performance Analytics and Virtual Agent
- Now Assist for ITSM