What are the responsibilities and job description for the ServiceNow Manager position at Robert Half?
Description
Core Responsibilities
Service Level Management
- Plans, implements, controls, reviews, and audits ServiceNow service provisioning, to meet customer business requirements.
- Oversees and ensures that the ServiceNow platform Service Level Agreements (SLA's) and supporting Operating Level Agreements (OLA's) are negotiated, published, and met.
- Identifies opportunities to improve services.
- Facilitates the creation of ServiceNow workflows in which products and services promised are delivered on time and are fit for purpose (utility) and fit for use (warranty).
Service Knowledge Management
- Enables and governs the ServiceNow Knowledge product facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing.
- Identifies knowledge gaps and champions new Knowledge content across the IT organization.
- As Knowledge product content steward, track Knowledge usage and quality trends.
Service Catalog Management
- Designs, builds, publishes, and governs the ServiceNow Service Catalog providing information about available services while providing for an optimized, efficient customer experience.
· Identifies and evaluates ServiceNow Service Catalog and Knowledge new features and emerging capabilities, advocating for those that will most benefit the organization financially and operationally.
· Completes regular reviews of the ServiceNow Service Catalog with stakeholders to ensure relevance to business needs and requirements.
· Enables automation of service requests and service fulfilment where appropriate.
Service Transition Planning & Support
- Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to understand the collective vision to bring value to the company.
- Ensures Service Management processes enable service agility.
· Helps design ServiceNow product roadmaps following agreed architectures, design standards, and methodologies.
· Assists in training of Service Catalog and Knowledge capabilities and features.
- Develops self-auditing and compliance capabilities around ITxM procedures.
Service Continuous Improvement
- Integrates a Continual Improvement Register (CIR) for tracking and vetting improvement opportunities, integrating into ServiceNow Idea and Demand Management.
- Continuously and proactively streamlines and improves the ServiceNow customer experience.
- Participates in IT Service Management program / project review meetings to assess problem areas and suggests corrective actions.
- Requirements
ServiceNow experience
Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.
© 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/terms-of-use) .
Core Responsibilities
Service Level Management
- Plans, implements, controls, reviews, and audits ServiceNow service provisioning, to meet customer business requirements.
- Oversees and ensures that the ServiceNow platform Service Level Agreements (SLA's) and supporting Operating Level Agreements (OLA's) are negotiated, published, and met.
- Identifies opportunities to improve services.
- Facilitates the creation of ServiceNow workflows in which products and services promised are delivered on time and are fit for purpose (utility) and fit for use (warranty).
Service Knowledge Management
- Enables and governs the ServiceNow Knowledge product facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing.
- Identifies knowledge gaps and champions new Knowledge content across the IT organization.
- As Knowledge product content steward, track Knowledge usage and quality trends.
Service Catalog Management
- Designs, builds, publishes, and governs the ServiceNow Service Catalog providing information about available services while providing for an optimized, efficient customer experience.
· Identifies and evaluates ServiceNow Service Catalog and Knowledge new features and emerging capabilities, advocating for those that will most benefit the organization financially and operationally.
· Completes regular reviews of the ServiceNow Service Catalog with stakeholders to ensure relevance to business needs and requirements.
· Enables automation of service requests and service fulfilment where appropriate.
Service Transition Planning & Support
- Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to understand the collective vision to bring value to the company.
- Ensures Service Management processes enable service agility.
· Helps design ServiceNow product roadmaps following agreed architectures, design standards, and methodologies.
· Assists in training of Service Catalog and Knowledge capabilities and features.
- Develops self-auditing and compliance capabilities around ITxM procedures.
Service Continuous Improvement
- Integrates a Continual Improvement Register (CIR) for tracking and vetting improvement opportunities, integrating into ServiceNow Idea and Demand Management.
- Continuously and proactively streamlines and improves the ServiceNow customer experience.
- Participates in IT Service Management program / project review meetings to assess problem areas and suggests corrective actions.
- Requirements
ServiceNow experience
Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.
© 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/terms-of-use) .
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