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Tier-1 brand, mid-level (5+ years), metro location, generalist ITSM/process role, and broad skillset increase applicant competition.
Core ITSM, ServiceNow, and process skills transfer across industries, but financial domain familiarity is beneficial.
Explicit 5+ years, ITIL and ServiceNow proficiency, and multiple mandated tooling and process experience required.
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Maintain quality and accessibility of ITSM process and knowledge management framework including documentation, workflows, and knowledge articles.
Drive innovation and automation in knowledge management using AI and other techniques within quality standards.
Develop and monitor dashboards and reports to assess impact, engagement, and process effectiveness for continual improvement.
Bachelor's degree from a College or University.
Minimum 5 years of relevant experience including leading process workflow initiatives and complex architecture/application designs.
Certified in ITIL with practical awareness in at least two capabilities such as Incident, Problem, Change, etc.
Proficient with ServiceNow (5+ years), SharePoint, Visio (2+ years), MS Office suite, and tooling like ADO, MIRO, Confluence, SQL, Power BI, Azure, and Snowflake.
Experienced in managing and aligning process and knowledge management teams to achieve strategic outcomes within Technology and Business functions.
Demonstrates strong analytical skills and a data-driven approach for continual workflow and process improvement.
Skilled in driving automation and AI integration in knowledge management while ensuring operational efficiency and quality content creation.