The candidate's responsibilities will include, but are not limited to, the following:

- Deliver Information Technology Infrastructure Library (ITIL) service operations processes
- Lead the Service Management function based on SNOW platform, ensuring that the needs of the enterprise-level clients and partners are met.
- Implement process improvements across all areas of IT Service Management functions
- Develop, track, review metrics and provide meaningful KPI to management
- Aid in the continuous improvement of ITSM Change, Incident and Problem management process/capability adoption, compliance, execution and supporting solutions

- Serve as a highly technical skilled ServiceNow specialist resource within the Infra Service domain to provide support
- Host and attend CAB calls with respect to incidents, problems and changes
- Maintain knowledge base and hosting training sessions

- Adaptive to a continually changing and fast-paced environment, be able to successfully multi-task

- Work with Zone/ITG on the project local delivery and deployment


Required Skills:

- Bachelor Degree in Computer Science or in a relevant field
- Practical experience of ITIL and ITIL certification(s)
- Professional 5+ years in a large-scale and diverse IT environment that includes experience in IT Service Management processes

- Admin experience on ServiceNow Modules (Incident, Problem, Change, CMS, CMDB, Service Catalog, Integration, Knowledge & Asset Mgmt)

- Third Party Management/Integration with other ITSM tools & 3rd Party tools
- Change, Incident & Problem Management experience
- Skilled in Microsoft Office tools - Advanced MS Excel, MS Excel Macros, MS Power Point, MS Visio
- Experience working in ServiceNow/major ticketing system

- Configuration of functionalities according to the best process & practices
- Strong analytical skills
- Excellent communication skills, both oral and written
- Team oriented, innovative and efficiency focused
- Self-starter, ability to prioritize and handle multiple projects efficiently


Preferred Skills:

PMP Certified