Previous Job
ServiceNow Project Manager
Ref No.: 18-24815
Location: Reston, Virginia
Position Type:Contract
Experience Level: 10 Years
Start Date / End Date: 04/25/2018 to 04/24/2019
 Duties and Responsibilities
  • ITIL process ownership for:
    • Incident Management
    • Request Management
    • Problem Management
    • Change Management
    • Asset/CMDB Management 
  • Direct the ServiceNow System Administration and Asset Management staff
  • Persuade others in acceptance of the ITSM Policies and Processes; provide training and coaching; maintain positive relationships with the other IT and business areas
  • Establish metrics, benchmarks and promote a culture of Continual Service Improvement
  • Partner with IT Leaders, internal subject matter experts and other influencers on developing a go-forward strategy on Service Management
  • Manage service providers in a 24x7 support model, ensuring escalation processes support best practice incident management
  • Create synergy between teams and effective use of available resources, effective budget and vendor management
  • Focuses on continuous improvement, working with cross-functional teams and provide direction
  • Provide direction and leadership to staff; guide and coach staff in the completion of their day to day responsibilities and ensure that established policies and procedures are followed
  • Manage work assignments and monitor for compliance with department & organizational policies and procedures
  • Communicate and manage existing service delivery problems, including customer complaints.
  • Participate in compliance and audit activities related to services provided by Beacon IT
  • Develops and or initiates activities to design and enhance the Service Request Catalog in alignment with ITIL best practice.
  • Guide the development of new or changed Service Management processes
  • Designs and delivers reporting of Service Level Agreements (SLAs), Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) at regular intervals.
  • Assists customers in identifying and documenting current and future service requirements.
  • Ensure that all new or changed Service Management processes align with Beacon IT initiatives.
  • Schedules and conducts regular service performance reviews and documents progress.
  • Provides ITSM theory and methodology training to customers, IT personnel, and management throughout Beacon as needed and directed.
  • Generating process improvements that bring about measurable improvement in quality and/or efficiency.
  • Responsible for identifying opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for business units. 
Minimum Entry Level Qualifications
  • Education: Bachelor's degree in Computer Science, Information Management, Business, or a Healthcare related field. 
Certifications: ITIL v3 Foundation Certification 
Years and Type of Relevant Work Experience: 
  • 5+ years of IT experience
  • 2+ years of experience as an ITIL Process Manager
  • 2+ years of IT supervisory experience
 Additional Qualifications that are a plus:
  • ITIL Practitioner Certification
  • ITIL v3 Service Operations Certification
  • Process Improvement experience
  • ServiceNow experience
  • Vendor Management experience