Enable the governance of the ITSM practices to confirm they are operating with accuracy based on defined and documented procedures.
Resolve technical end user inquiries related to the ITSM tools and practices and provide Global solutions.
Deliver Leadership information to multiple audiences and troubleshoot control issues and develop solutions to prevent reoccurrence.
Deliver improvements to ITSM practices that support multiple applications and systems that support multiple Lines of Business.
Responsible for leading process improvement assessment activities, brainstorming discussions and driving recommend solutions that increase stakeholder effectiveness to implementations.
Partner with Audit (internal and external) to provide evidence on effectiveness of the ITSM practices all controls accountabilities are met and drive remediation actions developing action plans when needed.
Drive, analyze, develop and document ServiceNow development stories and develop user acceptance testing and post implementation validation scripts, perform acceptance testing and post implementation validation for tool improvements for all ITSM practices and develop and maintain end user process and technical documentation for the ServiceNow tool.
Perform additional ITSM team administrative functions, i.e., identify and implement industry standard, analyze business cases, create control process, perform audits, and maintain ITSM calendars, communications, and SharePoint site.