Job Summary

This role drives operational excellence for complex and large-scale service management environments, ensuring robust change management processes and platform administration. The individual provides expert leadership in optimizing ITSM tools, champions process innovation, and empowers teams to consistently meet and exceed client SLAs through effective operational oversight and strategic improvements.

Key Responsibilities

1. Direct Change Management processes using ServiceNow and BMC Remedy, ensuring compliance with ITIL standards and optimizing workflows for complex project environments.
2. Lead the administration and configuration of ServiceNow and CA Service Desk platforms to enhance reporting, information flow, and operational transparency.
3. Drive continuous improvement initiatives by identifying automation opportunities and implementing process enhancements using SNOW and ITSM tools.
4. Mentor and guide support teams in advanced troubleshooting, root cause analysis, and resolution of change-related incidents using Avanti and other ITSM platforms.
5. Collaborate with clients to gather requirements, translate them into actionable solutions, and ensure support teams consistently meet or exceed SLA expectations.
6. Champion process innovation by introducing and integrating new ITSM features, change templates, and reporting capabilities to drive organizational progress.
7. Provide expert-level solutions and recommendations to address unique customer needs, aligning ITSM tool configurations with business objectives.
8. Oversee the documentation and standardization of operational procedures for Change Management and SNOW administration to maintain high-quality service delivery.

Skill Requirements

1. Excellent Proficiency In Servicenow (Snow) Administration, Configuration, And Workflow Automation.
2. Advanced Experience With Bmc Remedy, Ca Service Desk, And Avanti Itsm Platforms.
3. Excellent Ability To Lead Large Teams And Mentor Technical Staff In Itsm Tool Usage And Change Management Practices.
4. Strong Analytical And ProblemSolving Skills For Complex Operational Scenarios.
5. Excellent Communication Skills For Client Engagement And Requirements Translation.
6. Advanced Proficiency In Developing And Optimizing Itsm Reports And Dashboards.

Other Requirements

1. ITIL Expert or ITIL Managing Professional certification (optional but valuable).
2. ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist (optional but valuable)