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ITIL Process SME
Ref No.: 16-10903
Location: Atlanta, Georgia
Job Description:
This role will work with the appropriate teams to provide guidance surrounding ITSM (preferably ServiceNow) implementation in accordance with ITIL processes of Incident/Problem/Change management.
  • Candidate will support ongoing UAT efforts for subsequent releases of ServiceNow.
  • Candidate will be involved in capturing product defects.
  • Individual will work within an Agile-centric development team to identify and implement new and/or improved ITIL ITSM processes based up Product Owner requirements.
  • Follow up with the development team to assist with implementing fix, UAT. Will provide ongoing customer support for the life of the project.
  • Assist in ongoing user training.
  • Candidate will also be responsible for identifying improvements to the change management process.
  • Will be responsible for coordinating working sessions with various stakeholders to capture improvement opportunities, log meeting minutes and conduct follow ups as required.
  • Create/update Visio process documents and create/update process narratives as needed.
  • Create/update PPT decks and present to management as needed.
  • Metrics reporting
  • Identify change management metrics and create format to report to senior management on a recurring basis.
  • Create weekly mgmt. change metrics reports and present to Scrum Master and Product Owner as needed.