ServiceNow ITIL / ITSM Process Expert at the Strategos Company

The Strategos Company – We are not consultants. We are managers with significant experience and understanding of what it takes to operate in volatile and uncertain markets.

Our C-level experience in different organizations and sectors has enabled us to build a practical and outcome-based approach to managing businesses that we bring to bear upon our clients pain-points. We work with fast-growing businesses to ensure short-term profitability as well as long-term growth.

We are recruiting to fill the position of:

Job Title: ServiceNow ITIL / ITSM Process Expert

Location: Lagos, Nigeria
Start Date: ASAP

Company Description

• Dumela Corp – We are an ITO/ BPO business offering a broad range of services across the IT landscape including ServiceNow Software, ITSM, ITIL and other IT Operations vendor portfolios. Our strength lies in our ability to deliver world-class quality to clients at budget.
• Our operations are based in Lagos, Nigeria while our clients are sourced from North America and the European markets.

Job Description

• The ideal candidate will ensure development of the appropriate Information Technology Service Management (ITSM) model and processes, based on the ITIL Service Management framework and the successful application of this model across all aspects of the delivery, including the day-to-day administration, configuration, and ongoing maintenance of the ServiceNow platform.
• This includes the strategic, design, transition, and operation services and continuous service improvement – focusing on all 5 phases of ITIL implementation.

Responsibilities

• Define, design, transition and continually improve the IT Service Management lifecycle, including: processes, roles, metrics, Key Performance Indicators (KPIs), tools
• Assist with being a Tier-2/3 support for ServiceNow systemProvide guidance to the development processes and procedures, ensuring integration across a best practice framework ITIL v3 (2011) lifecycle
• Implement the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer focused support culture, and improving the accountability of delivering effective and efficient services
• Ensure the capability of services being managed matures as per agreed KPIs or desired customer level
• Support the design services to meet IT Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
• Oversee the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support
• Maintain oversight and understanding of technical advances, trends and industry best practices in IT Service Management technologies, sourcing strategies, procedures, and changing consumer needs
• Provide ITSM leadership experience and coaching processes

Qualifications

• Bachelor’s degree in Business, Computer Science, or related field or equivalent experience
• 5-10 years Experience facilitating, leading or supporting implementation of ITSM and/or ITIL® v3 (2011) process frameworks
• Experience in Service Design, Transition and overall Service Management in all aspects of the ITIL v3 (2011) Service Management lifecycle
• ServiceNow certified Admin with 2+ years administrator experience (Midlevel)
• ServiceNow certified Admin with 4+ years administrator experience (Senior)
• 2+ JavaScript experience including usage of jQuery, Bootstrap and AngularJS frameworks; HTML experience (Midlevel)
• 4+ JavaScript experience including usage of jQuery, Bootstrap and AngularJS frameworks; HTML experience (Senior)
• Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships
• Demonstrable experience and capability to participate in complex projects autonomously
• Commercial experience of the major IT Service Management technology options
• Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment
• Exceptional interpersonal skills including the ability to negotiate to fair and reasonable conclusions
• Ability to work under pressure and be highly pro-active in prioritizing issues
• Ability to adapt and respond rapidly to changing priorities and demands
• Logical thinker, completely welcoming new challenges
• Ability to resolve issues of contention and conflict
• Capable of demonstrating, leading and teaching basic ITIL® v3 (2011) best practices
• Must have ServiceNow Experience
• Familiarity with program and project management and information technology services delivery methodologies
• Experience working in an infrastructure technology environment highly desirable

Mode of Interview:

• Virtual

Salary

• Negotiable

Application Closing Date
19th August, 2020.