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service Now
Ref No.: 22-01938
Location: Wayne, New Jersey
ServiceNow
New Jersey (Hybrid)
Job Description Responsibilities:
MUst Skills : ITSM, Subject Matter Expert
Operational Management:
· Strong understanding of service management frameworks (ITIL); working knowledge of integrated service management tool(s) such as ServiceNow.
· Develop and enforce issue and request handling as well as escalation policies and procedures.
· Monitor incident trends and anticipate potential problems for proactive resolution.
· Manage exceptions to the process; look for opportunities to remediate and prevent recurrence of the exception. Partner with the AGT team to enable processes via leading industry technologies (e.g. Remedy, Service Now).
· Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
· Educate, enable and promote Service Management awareness of and access to Service Management processes.
· Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment and retirement.
· Practical experience and understanding of Information Systems (IS) Incident and Problem Management principles and process lifecycle
· Solid documentation skills, particularly in writing enterprise level guidelines, Standard Operating Procedures (SOPs) and other procedures
· Manages the implementation and maintenance of disaster recovery plans and activities in assigned areas. Maintains current contact information for all employees in applicable areas and communicates with non-recovery employees during a disaster.
· Remain up to date with technical and industry developments
· Motivate and lead a team while ensuring alignment with the company's values and One Transamerica culture.

Metrics & Reporting:
· Meet Key Performance Indicators/metrics for IT Service Management.
· Ensure that all project commitments are met or exceeded.
· Track process performance across IT and communicate outcomes to the senior management, IT, and business leadership.
· Track and analyze trends in service requests and generate statistical reports.
· Manage service providers in a 24x7 support model, ensuring escalation processes support best practice incident management.
· Guide the development of new or changed Service Management processes
· Responsible for identifying opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for business unit

Qualifications
· Bachelor's degree in information technology, computer science or related discipline, or equivalent experience.
· Three years of technology and related management experience, including IT service management experience.
· Three years of experience working with cross-functional teams and staff of all levels including managed service providers.
· ITIL v3 certification, or formal training in ITIL/ITSM plus equivalent work experience.
· Experience overseeing and executing in ITIL operations processes including, but not limited to incident management, problem management, and change management
· Customer service skills with excellent written and oral communication skills.
· Problem solving skills.
· Interpersonal and relationship management skills.
· Ability to prioritize and multi-task.
· Familiarity and practical application of advanced principles of ITIL/ITSM.
· Track record developing and providing SLAs and service desk deliverables.
· Demonstrated progressive experience in the management of a technical support team.
· Ability to work in a dynamic changing agile environment with tight deadlines.
· Ability to enact change across an organization in the absence of a direct reporting relationship.
Preferred Qualifications:
· Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architectures
· Master's degree in information technology, business administration or related field.
· Experience executing change management programs.
· Experience with service management across different locations and a multi-sourced environment.
· Ability to coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel.
· Knowledge of business and technology trends for service management.
Working Conditions
· Office environment.
· Moderate travel.