ServiceNow ITSM Specialist -SNITSMS24-03594

Location

Waltham, MA | United States

Job description

Title: ServiceNow Expert - ITSM and ITAM
Hours per Week: 37.5 Hours
Location: Hybrid - Boston, MA 02108 (4 days/wk)
Project(s) Duration: 12 months

Job Description:

We are seeking a highly skilled ServiceNow expert with extensive experience in IT Service Management (ITSM) and IT Asset Management (ITAM) to join our team in Boston, MA. The ideal candidate will possess a deep understanding of ServiceNow platform capabilities and be proficient in configuring and optimizing ITSM and ITAM processes to enhance service delivery and asset lifecycle management.

Key Responsibilities:

• Design, configure, and implement ServiceNow solutions to streamline ITSM and ITAM processes, including Incident Management, Change Management, Problem Management, Service Catalog, Asset Tracking, Software Asset Management (SAM), and Configuration Management Database (CMDB).
• Collaborate with stakeholders to gather requirements, analyze business needs, and translate them into technical solutions within the ServiceNow platform.
• Provide ongoing support, troubleshooting, and maintenance of existing ServiceNow implementations, ensuring system availability, performance, and reliability.
• Conduct end-user training sessions and create documentation to facilitate knowledge transfer and adoption of ServiceNow functionalities.
• Perform back-end maintenance tasks, including configuration and occasional support.
• Implement improvements and changes, such as field changes, workflow changes, reports management, and dashboard management.
• Prepare for upgrades, including recommending upgrade schedules, reviewing upgrade scope, preparing test scripts, and coordinating testing preparation.
• Conduct upgrade testing, validate skipped items, and ensure seamless transition to new versions.
• Understand ServiceNow's capabilities for expansion, assess organizational needs, and provide recommendations for utilizing additional ServiceNow modules.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 3-5 years of hands-on experience in ServiceNow platform administration, configuration, and development, with a focus on ITSM and ITAM modules.
• Strong understanding of ITIL framework and IT service management processes.
• Proficiency in IT asset lifecycle management, software asset management (SAM), and license compliance.
• Solid grasp of relational databases, SQL, web technologies (HTML, CSS, JavaScript), and web services (SOAP, REST).
• ServiceNow certifications such as Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) in IT Service Management or IT Asset Management are highly desired.
• Excellent communication skills with the ability to collaborate effectively with cross-functional teams and convey technical concepts to non-technical stakeholders.

Tasks and Activities:

• ServiceNow module agnostic administration, covering product as a whole and within specific modules.
• Back-end maintenance, including occasional support.
• Implementing improvements and changes, such as field changes, workflow modifications, reports management, and dashboard enhancements.
• Preparation for and execution of system upgrades, including testing and validation.
• Assessment of organizational needs and recommendation of additional ServiceNow modules.

Job tags

Salary