Job Description
· Manage and support day\-to\-day ITSM processes within the ServiceNow platform, ensuring alignment with ITIL best practices and NWC\\u2019s service management objectives. · Review, design, and continuously improve SLA definitions, SLA reporting, and service performance measurement frameworks within ServiceNow. · Create and maintain operational reports, dashboards, scheduled reports, and KPI scorecards to provide insights into IT operations performance and service delivery effectiveness. · Collaborate with business users, IT teams, and service providers to identify process improvement opportunities and drive service management initiatives. · Act as a functional SME for Incident, Request, Change, Problem, and other ITSM processes, ensuring effective process adoption and continual improvement. · Work closely with ServiceNow developers and administrators to translate business requirements into scalable platform solutions while adhering to ServiceNow best practices. · Support CMDB governance activities by promoting Configuration Item (CI) data quality, relationship integrity, and configuration management best practices. · Assist in defining and monitoring CMDB health metrics and recommend improvements to maintain an accurate and reliable CMDB. · Coordinate with internal teams and external vendors to review operational performance, SLA compliance, and service improvement opportunities. · Provide advisory support on ServiceNow integrations and ensure data flows align with platform governance and operational requirements. · Assist with testing, troubleshooting, user support, and validation of ServiceNow enhancements prior to production deployment. · Facilitate stakeholder discussions, workshops, and requirement\-gathering sessions while balancing business needs with platform standards and long\-term maintainability. · Drive continuous improvement initiatives across ServiceNow processes, reporting, platform utilization, and operational service management practices. Preferred Skills · Strong understanding of ServiceNow ITSM modules and platform architecture. · Knowledge of the ServiceNow SLA engine, SLA design, and performance reporting. · Strong hands\-on experience with ServiceNow reporting, dashboards, and scheduled reports. · Good understanding of ServiceNow data model, core tables, and platform structure. · Knowledge of KPI, metrics, reporting and dashboard including custom reports and dashboard. · Strong understanding of ITIL processes and service management best practices. · Working knowledge of Business Rules, Client Scripts, Catalog Items, Workflows, Flow Designer, and integrations. · Understanding of CMDB governance, CI lifecycle management, and configuration management principles. · Strong communication, stakeholder management, and vendor engagement skills. · Ability to influence decisions, drive improvements, and work effectively with senior business and technology stakeholders.<\/div><\/span>
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