- Minimum 7+ years of experience in a Software Engineering or Technical Product Management and/or ITSM Service Management process
- 3+ years’ experience in IT Operations in a technical role
- 4+ years’ experience in Software Development Life Cycle in a Release Management role
- 4+ years’ experience in Service Now ITSM process
- ITIL Foundation Certification, Business Analytics and Tableau reporting experience is a bonus
- Demonstrable ability to deliver results with large-scale & cross-functional teams leveraging efficient processes via automation.
- Demonstrated ability with ServiceNow Incident, Change, Problem, Request, Configuration and Knowledge management processes
- Ability to analyze, troubleshoot and resolve complex software application related problems
- Monitor Release Management compliance metrics and KPIs to drive continuous service improvement efforts across IT technology lanes to achieve Operational Level Agreements (OLAs)
- Recommend comprehensive metrics that can be actionable and promote positive behavioral changes; baseline, improve and re-measure success.
- Evangelize the virtues of IT process management and collaborate with Release Managers, Product Development, Application Support and Product Management groups to obtain and exchange information.
- Experience in using and administering ‘Service Now’ platform especially Release Management workflow
- High level technical understanding of IT services and their components such as servers, networks, database/middleware, data center facilities, and software development lifecycle
- Good experience and understanding of Continuous Integration/Continuous Deployment (CI/CD) methodology
- Good track record for innovation and measurable process improvements
- Self-driven and ability to work independently
- Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results
- Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes
· Experience troubleshooting integration management, security, and application issues
· Experience with data at rest, transit, and other security and privacy considerations