ITSM Manager - Incident, Major Incident & Knowledge Management | US Multinational Retailing Supermarket | 7-10 years (BB-CE63E)

Found in: Neuvoo Premium IN


Essential Responsibilities:
•Accountable for all IT Knowledge Management, Major Incident Management, & On-Call operations including process education, process enforcement, and process governance. Serves as deputy to the Incident/Change Managers to guarantee operational excellence.
•Collaborate with technology teams to execute the knowledge lifecycle for our Technology Service Desk, Field Service Maintenance, IT Professional, and End-User Self-Service Knowledgebase.
•Partners with Level 2 support teams to administer on-call schedules.
•Assist the Director of Technology Systems, with major incident facilitation and documentation. Ensure that the ServiceNow Major Incident Workbench is updated, and that changes and incidents are associated with Major Incidents. Must-be-available to assist with Major Incidents whenever they occur.
•Set ITSM KPIs and produces trending analysis reports, scorecards, dashboards.
•Document and maintain ITSM standard operating procedures / user instruction / and workflows to ensure knowledge sharing.
•Create and lead training classes on ITSM processes and ServiceNow functionality.
Assist with ServiceNow Administration and routine enhancements in ITSM modules including Knowledge Management, Major Incident Management, On-Call, Incident Management, Change Management and Service Catalog
Essential / Technologies:
•ServiceNow Experience with Knowledge Management, Major Incident Management, & On-call Modules.
•Good documentation skills, with proficiency in Microsoft's Word and Excel
•ITIL v3 or ITIL v4 Foundation certification
Good to Have Skills / Technologies:
•5+ years relevant experience in ITSM role with responsibility for process design, implementation, execution, and continual process improvement
•Experience facilitating Change Advisory Board meeting for large organizations (will be back-up for Change Manager)
•Experience doing ServiceNow Administration


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