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Job Description:

ITSM/ITIL Process Lead

TL Certifiied Must V4/V3 

Supervises staff and manages employee performance; provides ongoing performance feedback, addresses problems, orients and trains employees, verifies competency and identifies and suggests ways to develop skills; monitors workflowDevelops ITSM performance metrics and performs IT internal audits for continuing improvementsDevelops, socializes and trains on policies, standards and procedures for each area of responsibilityManages and develops the team responsible for the implementation and administration of the ServiceNow platform, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, supporting quality assurance, and performing application upgradesServes as the owner for both internal and external ITSM and BCDR audits.Owns Service Level Agreements and ensure they are met each month by working with all the teams responsible forDevelops and implements enterprise strategy major incident/disaster recovery response.Establishes standard recovery tiers, including recovery time objective (RTO) and recovery point objective (RPO) for all applications and infrastructureDevelops and facilitates annual DR exercises to test plans for critical/business applications and infrastructure.Performs annual business impact analysis (BIA)Collaborates with IS infrastructure leadership to develop recovery strategies and workaround procedures; oversees the implementation across all sitesWorks with business operations to promote the adoption, optimization, and improvement of service management solutions in the ServiceNow platformCollaborates with service owners to determine opportunities to optimize workflows and improve service deliveryDevelops strategic plans for current and future utilization of the ServiceNow platformServe as ServiceNow ITSM Scrum Master and backup SMECreates and implements ITSM new hire training for all areas of responsibility

Knowledge, Skills and Abilities:

Ability to communicate complex concepts and ideas effectively to all levels within the organization.Develop, create and deliver presentations to all levels within the HCL and Client organizationUtilize formal project change control process and communicate changes with all stakeholdersAbility to execute with limited information and ambiguityAbility to meet deadlinesAbility to navigate a matrixed organization effectivelyAbility to complete projects in a timely manner with little or no supervision or directionAbility to communicate at all levels with clarity and precision both written and verballyKnowledge of Project Management Life Cycle and System Development Life Cycle (SDLC) methodologies. Knowledge of ITILAbility to promote team collaboration, strength in persuading and influencing others

Certifications:

ITIL Foundation CertificationITIL Managing Professional/Expert CertificationStrong communication skills.Should have ability to work independently.