APN Consulting Inc
Monmouth Junction, NJ
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Job Description :
APN Consulting has an immediate need for a direct client requirement:
ServiceNow Process Manager
Allentown, PA
12 months of Contract
Job Summary: The ServiceNow Process Manager will be responsible for managing and optimizing IT service management (ITSM) processes within the ServiceNow platform. This role involves working closely with various business units to ensure that ITSM processes are aligned with organizational goals and industry best practices. The Process Manager will lead efforts to improve efficiency, enhance service delivery, and ensure compliance with ITIL standards.
Key Responsibilities:
  • Process Management:
    • Design, implement, and manage ITSM processes using the ServiceNow platform.
    • Ensure processes are aligned with ITIL best practices and organizational objectives.
    • Monitor and measure the effectiveness of ITSM processes and make continuous improvements.
  • Stakeholder Engagement:
    • Collaborate with business units, IT teams, and stakeholders to gather requirements and understand business needs.
    • Act as the primary point of contact for process-related inquiries and issues.
    • Facilitate communication between stakeholders to ensure a common understanding of process goals and objectives.
  • Process Optimization:
    • Identify areas for process improvement and implement solutions to enhance efficiency and effectiveness.
    • Conduct regular process reviews and audits to ensure compliance and identify opportunities for improvement.
    • Develop and maintain process documentation, including workflows, procedures, and policies.
  • Training and Support:
    • Provide training and support to IT staff and end-users on ITSM processes and the ServiceNow platform.
    • Develop training materials and conduct workshops to promote process adherence and best practices.
    • Offer guidance and support for process-related issues and challenges.
  • Reporting and Analytics:
    • Develop and maintain dashboards and reports to track process performance and key metrics.
    • Analyze data to identify trends, areas for improvement, and potential risks.
    • Present findings and recommendations to senior management and stakeholders.
  • Governance and Compliance:
    • Ensure ITSM processes comply with organizational policies, industry regulations, and ITIL standards.
    • Implement and manage process governance frameworks to maintain consistency and control.
    • Conduct regular reviews and audits to ensure compliance with established standards.
  • Project Management:
    • Lead and manage process improvement projects from inception to completion.
    • Develop project plans, timelines, and budgets to ensure successful project delivery.
    • Coordinate with cross-functional teams to ensure project milestones are met.
Qualifications:
  • Education:
    • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
  • Experience:
    • Minimum of 5 years of experience in IT service management, process management, or a related field.
    • Proven experience with the ServiceNow platform, including configuration and administration.
    • Strong knowledge of ITIL framework and best practices.
  • Technical Skills:
    • Proficiency in ServiceNow platform and ITSM modules.
    • Experience with process mapping and workflow design.
    • Strong analytical skills and the ability to interpret data and metrics.
  • Soft Skills:
    • Excellent communication and interpersonal skills.
    • Strong problem-solving and decision-making abilities.
    • Ability to work independently and as part of a team.
    • Strong organizational and time management skills.
Desirable Certifications:
  • ITIL Foundation Certification (required)
  • ServiceNow Certified System Administrator (CSA) (preferred)
  • ServiceNow Certified Implementation Specialist (preferred



Client : APN Consulting
             

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