Job Description
Job Description
ServiceNow ITSM Request Manager
Full Time/Permanent Position
This position can sit fully remote in the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Louisiana, Michigan, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia and Wisconsin
Are you looking to join a leading healthcare organization committed to delivering exceptional care to patients and fostering a workplace culture where employees are supported, respected, and empowered to grow?
We are in search of a ServiceNow ITSM Request Manager to help manage, understand, and establish best practices specific to request management. Int his role you will have the opportunity to:
- Lead and manage IT Service Management (ITSM) processes aligned with ITIL best practices.
- Drive continual service improvements, optimize workflows, and enhance service delivery.
- Collaborate with cross-functional teams and external partners for ITSM tool configuration and implementation.
- Analyze performance metrics, identify improvement opportunities, and lead initiatives for better outcomes.
- Develop, maintain, and enhance ITSM documentation and training materials.
- Mentor junior team members and support user training across the organization.
- Respond to service requests and incidents within SLA guidelines, providing clear communication and resolution.
- Participate in on-call rotations and support major incident management efforts
Minimum Qualifications:
- Bachelor’s degree in an IT-related field and 7 years of experience in Information Technology (In lieu of a degree, 10 years of relevant IT experience)
- Experience with ServiceNow Request Management modules and ITSM workflow design
- Strong knowledge of request fulfillment best practices and performance analytics
- Well-versed in ServiceNow Request Catalog, including managing request and understands best practices around request management
What would set you apart?
- ITIL Foundation and ITSM certifications preferred