Service Now Consultant
Remote
Phone + Video
GC or US Citizen

J:D:

Service Maintenance Activities

Request Management

Accountable for delivery and maintain SLA by validating, classifying, and responding to service requests according to SLA
Maintain compliance and audit requirements by completing compliance assessments and activities.

Incident and Outage Management
Collaborate with various stakeholders for incident management including major incidents and timely resolution according to SLAs.

Event Management

Accountable for incidents and alerts generated by Event Management Application Security Management
Responsible for execution of Application Access and Controls

Service Level Management
Assess vendor performance and identify improvement plans to support service reviews.

Service Transition activities

Change Management

Ensure that IT changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner.
Responsible for Change Lifecycle (Initiate Change Request Review, Assess and Authorize, Plan & Schedule, Build & Test, Approve for Implementation, Coordinate & Implement, Review & Close)

Release Management
Contributes to the Release Management Lifecycle (Review & Validate Release, Plan, Build & Configure, Test & Accept, Plan Deployment, Perform Operational Readiness, Deploy)

Cutover Transition to Go-Live
Works in conjunction with Application Development team and contributes to specific phases within the Production Transition Lifecycle

Knowledge Management
Responsible for knowledge transfer from service transition deliverables and ensuring that knowledge is shared appropriately across the team for support readiness.

Continuous Service Improvement

Monitor and measure the quality of IT operations, benchmark metrics, perform analysis and identify improvement actions
Provide requirements for automation and process improvement to Problem Reliability Engineer
Ensures the ticket volumes for the consumption-based model remain within budget.
Engages with other Service Maintenance & Operations mangers/leads to drive best practice.
Bachelor's degree in Information Systems or Computer Science, or relevant work experience. In a world of rapid innovation, we seek strong leader who want to make an Impact in all aspects of our business and enabling breakthroughs.

REQUIRED:

Minimum of 2-4 years of IT experience supporting enterprise applications and collaborating with key stakeholders in a diverse global environment.
Experience working in one or multiple functional areas Finance, legal
Experience working with multiple of technologies Informatica IICS, Tableau, Qlik, .net, Concur, Data Lake, Appian, Drupal, Cognos Data analytics Tool, WebMethod, Mbox.
Have strong systematic problem-solving experience, a sense of accountability, ownership and drive.
Expertise in ITIL processes (incident management, change, problem, release management), IRIS/ServiceNow, CMDB, Asset Management
Experience providing IT Service Transition support for the full lifecycle of transition of applications & technologies.

PREFERRED:

Experience supporting, managing SaaS or Cloud based financial, Legal product applications.
Experience working in one or multiple automation tools Ignio, BluePrism RPA buildings, Aicorn.
Knowledge of managing Anaplan and S4 HANA-Vertex O Series product applications
Experience with Vertex O Series and Anaplan, Oracle Fusion, Appian Inbound/Outbound Integrations, modeling, modules, dashboards, reporting processes, and compliance activities
Understanding of High-Performing team model, focused attention to performance metrics, procedural guidance and continuous process improvement

SOFT SKILLS:

Have strong systematic problem-solving experience, a sense of accountability, ownership, and drive.
Ability to build & manage partner relationships as a service transition & maintenance SME.
Strong communications verbal & written; creating sound arguments; or to adequately represent both business and IT implications during a Major Service Disruption
Maturity, high judgment, negotiation skills, ability to influence, analytical talent and leadership
Expert in collaboratively managing diverse relationships across geography and culture.
Focus on business outcomes, strategic thinker with ability to prioritize team goals and activities.
Strong working experience in implementing observability tools
Demonstrated ability to work independently and manage multiple projects in a fast-paced environment.
Strong leadership qualities including being enthusiastic, thoughtful, thorough, decisive, and flexible, conducting yourself professionally and with integrity.
Make confident decisions and drive results through others while fostering collaboration and innovation.
Seek out and apply feedback toward your own performance and career goals.