Job Description: Service Management Specialist
Location: NEWARK (US:94560), CA

ONSITE POSITION - MONDAY THROUGH FRIDAY

Service Management professional. Below are the responsibilities.
Must be a seasoned Program manager
ITIL Expert/Practitioner certification
Experience in defining and implementing processes in ServiceNow
Has the leadership quality to chair a meeting and drive changes
Contribute to the process improvements of ITSM processes Change Management, Incident Management, Problem Management
Play the role of IT Change Manager Review CRs, Facilitate and Drive CAB meetings, guide IT teams to adopt change management, ensure KPIs are met
Incident Management Work closely with our NOC and Service Desk teams to provide effective guidance, clear bottlenecks and ensure process adoption
Problem Management Host RCA meetings, document clear and concise root cause analysis, track and ensure actions are closed and KPIs are met
Service Management Operations Create monthly governance reports and host leadership level meetings to discuss improvement proposals and enable decision making
Closely work with ServiceNow team to track tool improvements for the approved process changes