ServiceNow ITSM Lead

ServiceNow ITSM Lead

Job Summary: The Office of Administration in Missouri seeks an experienced ServiceNow ITSM Lead to spearhead the modernization of their IT processes.

Responsibilities:

• Analyze and 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; implement Incident Management, Problem Management, Request Management, Major Incident Management, Change Management, Knowledge Management, Service Requests, Service Level Management, Configuration Management, and Integrations.
• Test: Facilitate State's User Acceptance Testing; run automated test scripts; engage end users and integrated application teams for user acceptance testing of consolidated provisioning/deprovisioning functionality.
• Deploy: Deploy platform configuration from Dev to Test to Prod environment; provide Architectural and Technical design documents; deliver as-designed training for the ServiceNow Administrators.

Required Skills:

• 5+ years' experience configuring and customizing ServiceNow ITSM, including CMDB, Incident Management, Problem Management, Major Incident Management, Change Management, and Request Management.
• 5+ years' experience with implementing the ITIL 4 framework.
• 5+ years' experience with implementing the CSDM framework.
• 2+ years' experience with ServiceNow IGA solution.
• Proficiency in JavaScript, HTML, CSS, and API integrations.