Relevant ServiceNow Experience Minimum 8 to 10 Years
Determine and define business needs and global requirements to develop and continue the growth of a multi-instance ServiceNow environment with primary focus on the agile process.
A proven track record in SN agile management, ideally with a strong background in delivering strategic ServiceNow IT Service management solutions.
Owns the support and enhancement process (known as business as usual) for ServiceNow COE and working closely with business stakeholders.
Manages and communicates ServiceNow release/sprint schedules & reporting to stakeholders & COE groups.
Document user stories/scrum tasks with clear functional requirement in the acceptance criteria for technical team understanding.
Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL
Work closely with process owners and request type owners to prompt and agree requirements for request workflows and IT self-service on ServiceNow instance
Work directly with end users to resolve escalated issues/defects within ServiceNow
