ServiceNow Catalog Service Management Contract-To-Hire

Request Technology • Dallas, TX

394d

About The Position

The ServiceNow Service Management Contractor position is a contract-to-hire role focused on enhancing the Service Request catalog within the ServiceNow Employee Center. The contractor will work on streamlining processes, developing training materials, and ensuring compliance with IT Service Management standards. The role requires collaboration with various stakeholders and aims to improve the overall effectiveness and efficiency of service management operations.

Requirements

• Experience with ServiceNow (required)
• Experience with ServiceNow Employee Center Unified Portal (required)
• Ability to collaborate and communicate effectively across multiple stakeholders
• Experience with Microsoft Office desktop tools (Project, Word, Excel)
• Experience with Atlassian tools (JIRA, Confluence)
• Familiarity with various data interpretation techniques
• Experience with Agile Methodologies and Concepts
• Familiarity with ITIL modules e.g. Incident, Problem, Change, Config, Release, Service Portal, Knowledgebase
• Ability to follow regulatory documentation procedures and requirements

Responsibilities

• Review and streamline the existing Service Request catalog
• Develop and implement ServiceNow Employee Center utilizing the streamlined catalog
• Manage the IT Service Management Knowledge and Service Request processes with focus on effectiveness, efficiency, and responsiveness to customer issues/requests
• Provide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) on the Service Request process
• Coordinate and facilitate discussions and working sessions between SROs and Incident managers
• Consult with SROs to improve the Service Request Catalog / Service Portal / Employee Center
• Consult with SROs on applicable procedures, job aids, process flows, and controls that support Service Request and Knowledge Management processes
• Develop, monitor, and report the agreed Key Performance Indicators corresponding to compliance with senior management
• Continually work towards making improvements to the processes and corresponding ITSM modules

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: No Education Listed