Address
Form of workIT Service Management Program Manager (ServiceNow focus)
Contract: 6-12 months with possibility for extension
Chicago, IL (hybrid WFH schedule)
Summary
We are at the beginning of its journey towards developing strong ITSM capabilities and maturity. This role will directly interface with and assist the SVP of IT Operations to create the vision, strategy, design and ultimately the execution and roll-out of these processes and underlying technology capabilities utilizing the ServiceNow platform.
What you'll be doing
Contract: 6-12 months with possibility for extension
Chicago, IL (hybrid WFH schedule)
Summary
We are at the beginning of its journey towards developing strong ITSM capabilities and maturity. This role will directly interface with and assist the SVP of IT Operations to create the vision, strategy, design and ultimately the execution and roll-out of these processes and underlying technology capabilities utilizing the ServiceNow platform.
What you'll be doing
- Assist in the development and design of the roadmap and strategy for ITSM capability development and maturation
- Act as a discussion partner and co-innovator on all related ITSM process developments
- Build and write Epics and User Stories to enable the ServiceNow development team to code and configure the underlying technology to enable and deliver on desired outcomes
- Provide leadership and guidance on all aspects related to ITSM capability development and maturation for IT including, but not limited to, Requirements Analysis and design, writing Epics and User Stories and performing end user acceptance training
- Work with our Portfolio Companies and Technology leaders to define strategic and tactical requirements of the organization to fulfill the business needs
- Act as a Program/Project manager to drive enabling/supporting teams to produce needed deliverables
- Serve as an "evangelist” for general ITIL concepts, ITSM growth and new process instantiation, and enlist support and follower-ship for our end users and supporting departments
- 7+ years of experience with IT Support Management
- Either as a Manager, Project Manager, Program Manager, Product Manager or another similar position focused on value optimization for ITSM
- Strong understanding of ServiceNow, it's capabilities and limitations
- Experience interfacing with business and IT stakeholders to gather requirements and align business strategy with ServiceNow technology and processes
- Experience creating product or portfolio roadmaps based on requirements
