Role Category
ITIL / ServiceNow Process Manager responsible for IT process governance and tool consistency.
Activities Performed
- Define and maintain ITIL processes.
- Act as ServiceNow functional referent.
- Maintain ServiceNow workflows, roles, CMDB rules and dashboards.
- Drive process reviews and continuous improvement.
Deliverables
- ITIL reference processes.
- ServiceNow workflows.
- CMDB models and quality reports.
- Dashboards.
- Post-incident reports and improvement plans.
Requirements
Mandatory Skills / Required Competencies
- ITIL
- ServiceNow
- CMDB governance
- Process management
- KPI reporting
Preferred Skills / Exposure
- Power BI
- Power Apps
- JIRA product practices
Application Landscape / Environment
- ServiceNow, CMDB and JIRA ecosystem
Mode of Intervention / Experience
- Confirmed profile with 6 to 8 years of experience.
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