IT Service Management Specialist (ServiceNow) – Remote

Day-to-day Duties:

• Act as the primary point of contact between our client and the ServiceNow implementation partner, facilitating effective communication and collaboration throughout the project lifecycle.
• Gather and document business requirements from internal stakeholders, ensuring alignment with ITSM best practices and organizational objectives.
• Collaborate with the implementation partner to design, develop, and implement ITSM processes on the ServiceNow platform, including Incident, Problem, Change, Service Request, and Knowledge Management.
• Review and validate ServiceNow configurations, customizations, and workflows developed by the implementation partner to ensure they meet business needs and technical standards.
• Oversee functional testing, user acceptance testing (UAT), and go-live activities, ensuring a smooth transition to the new ITSM platform.
• Provide input on ServiceNow platform upgrades, patching, and maintenance activities, ensuring alignment with the overall IT strategy and minimizing disruptions to business operations.
• Develop and implement performance metrics, KPIs, and reporting tools to monitor the effectiveness of ITSM processes and identify areas for improvement.
• Facilitate training sessions and workshops for end-users and IT staff to ensure effective adoption of the ServiceNow platform.
• Ensure compliance with ITSM policies, standards, and regulatory requirements throughout the implementation process.
• Stay up-to-date with the latest ServiceNow features, updates, and industry trends to provide informed recommendations for continuous improvement.

Skills and Experience Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. Equivalent work experience will also be considered.
• 7+ years of experience in IT Service Management, with a strong focus on ServiceNow platform implementation and administration.
  • Proficiency with these ITSM modules: Incident, Problem, Change Management, and Service Request Management is required.  Certifications in each are requested but not required.
  • Focus on IT service management (incident, problem, change management) and strategic portfolio management.  Proven experience in designing and implementing ITSM processes, workflows, and automation on the ServiceNow platform.
• CMDB – Min 5 years’ experience.  Certification requested but not required.
• Horizontal Discovery – Min 5 years’ experience.
• Experience with ITOM – Min 3 years but 5 is preferred.  Certification requested but not required.
• Min 5 years’ experience building and deploying complex software applications.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. Visit us at nttdata.com

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