Operations & Service Transition Advisor (SMP)

Strategic Planning: Collaborating with stakeholders to define business objectives and translate them into ServiceNow platform initiatives. Developing and maintaining a roadmap for the ITSM implementation, ensuring alignment with organizational goals and ITIL best practices. Platform Deployment & Configuration: Leading the design, configuration, and customization of ServiceNow modules (ITSM, ITOM, etc.) and integrations with other systems. Staying updated on new features and releases to optimize the platform's capabilities. User Story Management: Working with business units to gather requirements, define user stories, and prioritize backlog items for enhancements and new features. Mentoring and guiding a team of consultants and developers, fostering a collaborative and high-performing environment. Providing technical leadership and expertise in ServiceNow development, including scripting (JavaScript, GlideScript) and integrations. Solution Design & Delivery: Developing high-quality solutions using the ServiceNow platform, including low-code development, configuration, and customization. Project Management: Overseeing project timelines, budgets, and resources for ServiceNow implementations. Ensuring projects are delivered on time, within budget, and meet the defined business requirements. Process Optimization: Conducting process assessments, recommending improvements, and managing the implementation of ITSM solutions. Possessing strong knowledge of ITIL best practices, ServiceNow platform capabilities, and integration methodologies. Communication & Presentation: Effectively communicating technical information to both technical and non-technical audiences, including executive leadership. University Degree in Computer Science, Engineering, or a related field is necessary. Min. 10 years of proven experience in designing, configuring, and implementing ServiceNow solutions, including ITSM, ITOM, or other modules. Deep understanding of ITIL and other ITSM frameworks. Proficiency in ServiceNow scripting languages (JavaScript, GlideScript), API integrations, and low-code development platforms. Experience leading and mentoring teams, managing projects, and fostering collaboration. Excellent communication, presentation, and stakeholder management skills. Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues. Understanding of business objectives and the ability to translate them into technical solutions. Experience implementing change management strategies for successful platform adoption. ServiceNow certifications are highly desirable. Experience in a consultancy or professional services environment is preferred. Facilitating communication and collaboration between technical teams, end-users, and various business units (IT, HR, etc.). Change Management: Implementing change management strategies to ensure smooth adoption of new features and processes.