Ensure high-quality service delivery to customers through effective management of tools, operations and processes
Works with service desk leadership to ensure customer needs are known and assists with escalations and execution
Works with the ServiceNow team to ensure customer request for enhancements, defects, and maintenance of the platform are being performed efficiently
Work with ServiceNow development team on projects, ensuring alignment with business strategy and successful delivery
Tracks KPIs, manages SLAs, conducts service reviews, and ensures continuous service improvement
Acts as a liaison between customers and our IT teams, vendors, and leadership, managing expectations and communication
Gathers requirements to write agile stories that effectively and efficiently capture needs and functionality
Leads, mentors, and manages IT staff in an Agile environment, fostering a team-oriented, problem-solving environment
Works to implement ITIL best practices, drives automation, and optimizes processes for efficiency
Assists with the development of policies and procedures and ensures their conformance with goals and objectives
Assists customers by working with our IT teams to ensure the development and administration of schedule and performance requirements
Keeps well-informed of new technologies and industry best practices and trends and then plans and advises for implementation
Manages customer relationships
Provides guidance and solutions to ensure customer needs align with strategic initiatives

Requirements

Education: High school diploma required or AA or Bachelors degree
Experience: 12+ years with High School Diploma or 10+ years with Associates degree or 8+ years related experience with Bachelors degree
Required Skills: Experience with ServiceNow, including ITSM, ITAM, CMDB, Request Management, and workflows
Strong understanding of ITSM principles and ITIL v4 processes
Demonstrable experience in Agile/Scrum methodologies
Ability to lead, build Agile teams, resolve conflicts, and drive results
Excellent communication and interpersonal skills for technical and business discussions
Keen Familiarity with contact center operations
Knowledge of Automatic Call Distribution (ACD) systems
Ability to read, write, and improve knowledge articles and the entire Knowledge Management lifecycle
Strong analytical thinking and problem-solving skills
Ability to both translate business and user needs to technical specifications and translate highly technical specifications into clear, non-technical requirements

Benefits

Comprehensive benefits and wellness packages
401K with company match
Paid time off
Full-flex work week

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNowITSMITAMCMDBRequest ManagementAgileScrumITIL v4KPI trackingSLA management

Soft Skills

leadershipcommunicationinterpersonal skillsproblem-solvinganalytical thinkingteam buildingconflict resolutioncustomer relationship managementmentoringcollaboration