JOB SUMMARY: Responsible for designing service management solutions within the ServiceNow platform. Partner with all departments to identify and clarify business needs and designing services and processes that optimize the customer experience utilizing the ServiceNow platform.
DUTIES & RESPONSIBILITIES:
- Participate in design, test and transition Service Management and Service Integration solutions within the ServiceNow platform.
- Work closely with the ServiceNow deployment team, service management process and service delivery teams to understand business needs and help translate them into efficient, automated, scalable solutions in ServiceNow.
- Collaborate with IT teams and other departments to review existing processes, capture operational challenges, and develop business requirements for improvement.
- Onboard new or additional service management processes and related offerings, provide training and onboarding to new staff, and maintain up-to-date documentation on requirements and process workflows.
- Identify automation and innovative improvements to service delivery.
- Collaborate with other teams on reporting, change, and satisfaction capabilities.
- Participate in and support ServiceNow version upgrades.
- Perform other job related duties as needed.
QUALIFICATIONS
DEGREE TYPE: Bachelor's Degree
FIELD(S) OF STUDY: Information Technology
EXPERIENCE:
- Minimum 2 years of ServiceNow experience.
- Hands on experience with Industry Standard ITSM Tools.
COMPETENCIES/SKILLS:
- Self-motivated individuals, with a strong desire to learn and develop.
- Strong knowledge working with Service Management Tools, (ITIL) Methodologies and best practices.
- Ability to be decisive and make decisions based on technical and business assessments.
- Superior customer-facing and negotiation skills, acting as a mentor and partner in training end-users with the goal of ultimately ensuring faster change adoption and the ability to adapt best-practices.
- Ability to work with all levels of management and technical staff to analyze complex and highly technical incidents while maintaining professional, efficient communication under pressure.
- Outstanding written, oral and facilitation communication skills, can work both independently and within a global team.
- Ability to handle ambiguity well, has a growth mindset and is a strong team player with a passion for technology.
CERTIFICATIONS/LICENSES:
- ServiceNow System Administrator Certification (CSA)
- ITIL v4 Certification
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