ITSM Implementation Specialist

Job Position : ITSM Implementation Specialist

Job Location : Aliso Viejo, CA

Job Duration : Contract

Key Responsibilities :

ITSM Process Ownership & Governance

• Own and manage ITSM processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog, Service Level Management, and Knowledge Management.
• Define ITSM process strategy, policies, and governance framework to ensure compliance with ITIL best practices and business objectives.
• Collaborate with stakeholders to ensure ITSM processes are effectively implemented and continuously improved.
• Monitor process performance and KPIs, ensuring continuous optimization and alignment with SLAs and business goals. ServiceNow ITSM Implementation & Enhancements
• Lead the design, implementation, and optimization of ITSM processes in ServiceNow.
• Work with ServiceNow developers and administrators to configure, customize, and enhance ITSM modules.
• Identify opportunities to automate manual ITSM processes using ServiceNow workflows, Flow Designer, and integrations.
• Ensure seamless integration of ITSM with other ServiceNow modules such as ITOM, CSM, and CMDB. Continuous Improvement & Reporting
• Drive a culture of continual service improvement by analyzing performance data, identifying inefficiencies, and implementing enhancements.
• Conduct regular service reviews with stakeholders to assess process effectiveness and identify areas for improvement.
• Develop and maintain ITSM dashboards, reports, and metrics to track operational performance and compliance. Stakeholder Collaboration & Communication
• Act as the primary point of contact for ITSM-related processes and ServiceNow ITSM functionality.
• Engage with IT teams, business units, and leadership to understand requirements and ensure ITSM processes meet organizational needs.
• Provide training, documentation, and guidance to users and stakeholders on ITSM processes and best practices.