• Location: USA, Massachusetts, Boston
  • Date Posted: 7th May, 2020
  • Reference: CAD05072020_1588858658
A client is seeking a ITIL expert to lead and manage process governance in ServiceNow ITSM and ensure that the client's ITSM processes are ready to support business operations across their IT organization globally. The cnadidate must be able to establish ITSM standard in compliance and consult with business services to understand the appropriate implementation of technology solutions.

The ideal candidate is a strong communicator with prior ServiceNow experience and a deep fundamental understanding of ITIL best practices. ITIL expert certification is strongly preferred but the client is considering candidates with an ITIL practitioner or higher certification.

Role & Responsibilities


Create, maintain, and operate IT Service management processes in alignment with

ITIL best practice

Monitors and reports on the eeffectiveness of process by leveraging CSF and

KPI reporting. Provide suggestion on areas of improvement and articulate these suggestions for process

improvements to leadership

Identify and convey expectations into actionable plans

Work with stakeholders and technical team for ITSM Process acquisition.

Identify ITSM improvement chances and deliver identifiable benefits

Allocate resource assignments of employees or vendor contract staff as indicated by senior manager.

Skills & Qualifications

* Bachelor's degree in Computer Science or related field; MBA preferred

10+ years of experience in IT
* 5+ years of experience in management

5+ years of international project leadership and execution

ITIL Expert certification preferred, ITIL practioner or higher required

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