ITSM Manager,Service Job San Jose area,California USA,IT/Tech

Position: ITSM Manager, Service Now

Required Skills :
Job Description:

Service Now Functional Consultants have expertise in the technology environment of Service Now. They are responsible for software-specific design and realization, as well as testing, deployment and release management, or technical and functional application management of Service Now based solutions. These roles also require functional and methodological capabilities in testing and training.

Responsibilities

Designing and implementing enterprise scale Service Now solutions

Collaborating with clients to design innovative solutions with a strong user experience

Designing digital prototypes and proof of concepts to demonstrate how clients' needs can be met with the Service Now solution

Aligning and leading Service Now implementations following WK standards designs and best practices

Preparing and deploying Rainier (Service Now) solutions to Test and Production environments

Requirements

Experience developing Service Now solutions

Strong delivery experience leveraging major capabilities within the Service Now Platform, Cloud services, Right scale, Vistarta, BDNA and other such PaaS offerings

Experience in managing (small) teams and delivery experience with multiple software methodologies such as Agile and waterfall

Excellent problem solving and communication skills

Strong team player

Communicative and able to get good solutions in consultation with the customer

Service Now Certified Administrator

Bachelor degree or equivalent

Additional Responsibilities

To adhere to quality standards, regulatory requirements and company policies

To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team.

To provide support for on-call escalations or L3 level support and doing incident and problem management

Work on value adding activities such as Knowledge base update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring drives.

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