Job Information
CAI Senior ITSM Consultant in Helena, Montana
Job ID Number
R4962
Employment Type
Full time
Worksite Flexibility
Remote
Job Summary
As a Senior ITSM Consultant you will be responsible for driving ITSM best practices across the organization.
Job Description
We are seeking a Senior ITSM Consultant to with extensive knowledge of ServiceNow. This is a long term, remote, full time, contract opportunity.
We are seeking an experienced Senior ITSM Consultant with extensive knowledge of ServiceNow to join our dynamic team. The ideal candidate will possess a deep understanding of IT Service Management principles, a proven track record of successful ServiceNow implementations, and the ability to drive ITSM best practices across the organization. This role requires a strategic thinker, a collaborative leader, and a hands-on problem solver who can lead and mentor the ITSM team to achieve excellence in service delivery.
What You’ll Do
Work closely with service owners to provide ITSM expertise and leadership for Demand Management, Service Request Management, Service Level Management, Incident Management, Problem Management, Knowledge Management, and Continual Process Improvement
Plan Service Delivery workflows and translate requirements for development
Maintain standards and approaches defined for the Service Request process
Vet all incoming enhancement requests related to portal/catalog items
Serve as a Business Analyst for all catalog-related requests
Represent Network Connectivity Services requirements with the ServiceNow team, ensuring successful integration
Lead the design, implementation, and maintenance of ITSM processes using ServiceNow, ensuring alignment with industry best practices
Manage and optimize the ServiceNow platform to support ITSM processes, including Incident Management, Problem Management, Change Management, and Service Catalog
Collaborate with stakeholders to define and document business requirements, translating them into technical solutions on the ServiceNow platform
Develop and deliver training programs to educate users on ITSM processes and the effective use of ServiceNow
Monitor and analyze ITSM metrics, generating reports to identify trends, areas for improvement, and opportunities for automation
What You’ll Need
Required:
Bachelor’s degree in Information Technology, Computer Science, or a related field
Minimum of 5 years of experience in IT Service Management, with at least 5 years of hands-on experience with ServiceNow
Proven track record of successful ServiceNow implementations and process improvements
Strong understanding of ITIL frameworks and their application within an ITSM context
Strong understanding of Network Connectivity Services workflow including LAN, WAN, Datacenter and Network Security
Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels
Analytical mindset with the ability to troubleshoot complex issues and develop innovative solutions
Leadership experience with a demonstrated ability to lead and mentor a team
Preferred:
ServiceNow certifications, such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
Advanced degree preferred
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
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Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.