Job Summary

This role is accountable for leading capacity management and ServiceNow administration operations across complex and large-scale projects. The individual drives operational excellence, champions process innovation, and ensures the team consistently meets client service expectations. They play a key part in empowering teams, resolving issues, and optimizing ITSM tool usage to achieve organizational goals.

Key Responsibilities

1. Lead capacity management processes using ServiceNow and BMC Remedy, analyzing resource utilization data to proactively address potential bottlenecks and ensure optimal performance across complex IT environments.
2. Administer and optimize SNOW and CA Service Desk platforms, implementing automation and custom workflows to streamline IT service management and reporting.
3. Oversee operational metrics using Capacity Management tools, providing expert guidance to teams for real-time issue resolution and performance tuning.
4. Mentor and empower support teams in utilizing Avanti and related automation tools to enhance service delivery and operational efficiency.
5. Collaborate with stakeholders to define capacity planning strategies, leveraging ITSM best practices to ensure alignment with organizational goals and client requirements.
6. Drive process innovation by evaluating and integrating emerging tools and methodologies, fostering a culture of continuous improvement and knowledge sharing within the team.

Skill Requirements

1. Excellent Knowledge Of Servicenow Administration, Workflow Automation, And Custom Module Development.
2. Advanced Experience With Bmc Remedy, Ca Service Desk, And Avanti Platforms For Itsm Operations.
3. Strong Skills In Operational Analytics, Incident And Problem Management, And Sla Governance.
4. Excellent Leadership And Mentoring Abilities, With A Focus On Driving Team Performance And Process Improvement.
5. Advanced Understanding Of Itil Best Practices And Their Application In LargeScale Environments.

Other Requirements

1. ITIL Expert or ITIL 4 Managing Professional certification (optional but highly valuable).
2. ServiceNow Certified System Administrator (recommended).
3. BMC Remedy Administrator certification (optional but valuable)