SeniorAdministrator - Process Management, ServiceNow

Job Summary

Need ITSM process analyst for IM/PM/CM/Configration/Release management

Key Responsibilities

1. Provide Advanced Technical Support By Conducting Thorough Root Cause Analysis Of Complex Incidents And Implementing Solutions To Resolve Technical And Security Issues In Itil And Process Management Frameworks.

2. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Robust Security Posture.

3. Manage And Update The Knowledge Base, Contributing To Documentation And Sharing Of Best Practices To Improve Team Efficiency And Service Delivery.

4. Train And Coach Analysts And New Team Members On Tools And Processes To Enhance Team Performance And Knowledge Sharing.

5. Ensure A Positive Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens While Addressing Security Threats Proactively.

Skill Requirements

trong understanding of ITIL framework (preferably ITIL 4) Analytical and problem-solving skills Experience with ITSM tools (Service Now, Remedy, Jira) Data analysis and reporting skills Communication and stakeholder management Process modeling knowledge (BPMN is a plus)

Other Requirements

1. Process Analysis & Improvement Analyze existing ITSM processes (Incident, Change, Problem, Request, etc.). Identify inefficiencies, bottlenecks, and gaps. Recommend improvements aligned with ITIL best practices. Drive Continuous Service Improvement (CSI) initiatives. 2. Process Monitoring & Performance Management Track and monitor key performance indicators (KPIs), such as: SLA compliance MTTR (Mean Time to Resolve) Change success rate Analyze trends and highlight areas of concern. Prepare dashboards and performance reports. 3. Stakeholder Coordination Work with: IT teams Business users Service owners Gather requirements and feedback for process enhancement. Act as a bridge between technical teams and business stakeholders. 4. Process Documentation Create and maintain: Process documents SOPs (Standard Operating Procedures) Work instructions Ensure documentation is updated and easily accessible. 5. Compliance & Governance Ensure adherence to ITSM/ITIL standards and policies. Conduct process audits and reviews. Ensure proper ticket lifecycle management and governance controls. 6. Tool & Workflow Management Work on ITSM tools such as: Service Now BMC Remedy Jira Service Management Configure workflows, forms, and automation (depending on role level). Ensure tools align with defined processes. 7. Incident, Problem & Change Support Support major incident management coordination. Assist in root cause analysis (RCA) for recurring issues. Ensure proper linkage between: Incidents → Problems → Changes Monitor change schedules and success metrics. 8. Reporting & Data Analysis Generate reports on: Incident trends Problem trends SLA breaches Use data to provide actionable insights for improvement. Support leadership with decision-making data. 9. Training & Process Awareness Conduct training sessions on ITSM processes. Help teams understand process updates and changes. Promote standardization and best practices. 10. Continual Service Improvement (CSI) Identify automation opportunities. Suggest improvements based on data and feedback. Track improvement initiatives and their impact.