Job Summary

This role is responsible for leading and managing complex release management and ServiceNow (SNOW) administration operations for large-scale projects. The individual drives operational excellence through continuous improvement, problem-solving, and the implementation of best practices in ITSM tools. They empower teams, ensure client SLAs are met, and champion innovative solutions that enhance service delivery and organizational outcomes.

Key Responsibilities

1. Lead release management processes using ServiceNow, BMC Remedy, and CA Service Desk to coordinate, schedule, and control software releases across complex environments, ensuring minimal risk and maximum service availability.
2. Oversee ServiceNow administration by configuring workflows, managing user access, and optimizing modules to support seamless IT service operations and reporting.
3. Champion continuous process improvement initiatives in release and incident management by leveraging automation tools and analytics to enhance operational efficiency and compliance with organizational objectives.
4. Act as the escalation point for complex release and support issues, utilizing expert knowledge in release management and ITSM platforms to resolve critical incidents and ensure client satisfaction.
5. Mentor and guide the operations and support teams, providing expert-level advice on best practices in release management, tool utilization, and process optimization.
6. Analyze operational performance metrics using ITSM tools to identify trends, drive process improvements, and proactively address potential service delivery gaps.
7. Collaborate with internal stakeholders and support teams to introduce innovative solutions and ensure transparent communication of project goals and progress.

Skill Requirements

1. Excellent Knowledge Of Servicenow Administration, Including Workflow Configuration, Module Management, And Reporting.
2. Advanced Skills In Itsm Platforms Such As Bmc Remedy, Ca Service Desk, And Avanti.
3. Strong Analytical And ProblemSolving Skills With A Focus On Continuous Improvement And Automation.
4. Excellent Leadership And Mentoring Abilities, With A Focus On Driving Operational Excellence And Team Empowerment.
5. Solid Understanding Of Slas, Compliance, And Itil Processes In LargeScale Service Operations.

Other Requirements

1. ITIL Expert or ServiceNow Certified System Administrator certification (optional but valuable).
2. Certified Release Manager or equivalent (optional but valuable)