Responsible for the day-to-day management, execution, and operational effectiveness of an assigned ITSM process. This role ensures the process is consistently followed across the enterprise, delivers expected business outcomes, and remains aligned with organizational objectives and ITSM standards.
Oversees operational process performance, monitors key metrics, and provides insight into trends, risks, and areas for improvement. They proactively identify opportunities to enhance process efficiency, effectiveness, compliance, and user experience, working closely with stakeholders to implement improvements and drive process maturity.
Key responsibilities include coordinating and supporting process-related initiatives, contributing to status reporting, facilitating process workshops, participating in project kickoffs, solution reviews, testing activities, and User Acceptance Testing (UAT).
Serves as a subject matter expert for the process and provides operational input to ensure solutions support business and process requirements.
The role is also responsible for stakeholder engagement, communication, documentation and training. This includes developing process awareness, educating users on process requirements and best practices, and ensuring supporting resources have the knowledge and tools needed to effectively execute the process.
As a key operational partner to the Product Owner, Business Analyst, and platform teams, to help maintain process compliance, supports governance activities as requested, and ensures the ongoing adoption, sustainment, and continuous improvement of the assigned ITSM process. By fostering collaboration and process discipline across the organization, helping maximize process performance and the value delivered through the ServiceNow platform.
Proficient in Excel and Word with some understanding of command line prompt. Able to adapt to an ever-changing environment. Must be solution oriented, a problem solver, process oriented, team player and good communication on all levels both written and verbal. ServiceNow knowledge preferred.
May perform additional responsibilities as assigned
Quals--
BS or BA degree with Information Technology three (3) or more years of experience in related field or any combination or equivalent education, experience, and formal training that allows the candidate to meet the requirements of the job.
Skill Experience Level
Excel/Pivot Tables Mid (3-7 Years)
Word Mid (3-7 Years)
N/A Mid (3-7 Years)
N/A Mid (3-7 Years)
N/A Mid (3-7 Years)
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Equal Employment OpportunityNLB Services is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.
Reasonable Accommodation
NLB Services provides reasonable accommodations during the recruitment process as required by law. Applicants requiring an accommodation due to a disability, pregnancy-related limitation, or sincerely held religious belief, practice or observance may contact their recruiter or email
notifications@nlbservices.com
.
Benefits: Eligible employees may receive medical, dental and vision insurance, and other benefits. Eligibility and benefit terms vary based on employment status and assignment.
Other Important Terms
- Applicants must be legally authorized to work in the United States.
- Any employment offer may be contingent upon job-related screening, employment verification and other requirements permitted by applicable law.
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