Nine Mind Solutions
ITSM Process Designer
Nine Mind Solutions, Sterling, Virginia, United States, 22170
We are seeking an ITSM (ITIL) Process Designer to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.Eligibility :Must have an active TS/SCI clearance.Must be able to obtain Client Suitability prior to starting employment.12+ years of directly relevant experience8+ years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and tuningResponsibilities:
Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processesBe a key member of an overall engagement team focused on delivering customer outcomes.Lead customer design workshopsGuiding customers in defining and refining business requirement for functional aspects of the solutionDrafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themManaging and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectationsContribute towards continuous improvement of leading practicesGrowing and mentoring other members of ServiceNow and the partner ecosystemRequired Skills:
Demonstrated experience with the ServiceNow Customer Service Management (CSM) ModuleSignificant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment.Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process and technology perspectiveExcellent communication and presentation skillsExperience in analyzing and recommending ITSM strategies based on business prioritiesExcellent interpersonal skills, customer-centric attitude and experience working with diverse teamStrong problem-solving and analytical skills with an aptitude and passion for learning new technologiesFamiliarity with the ServiceNow platform, including development of customizations beyond out-of-boxStrong documentation and technical writing experience.Desired Skills:
Experience with Scaled Agile Framework (SAFe) knowledge and experienceExperience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira AlignDesired Certifications:
DoD 8570 IAM Level II certification required.ServiceNow CSM and ITSM certificationsInformation Systems Security Engineering Professional (ISSEP) or Information System Security Architect Professional (ISSAP) certification desired.Required Education : Bachelor's degree in Systems Engineering, Computer Science, Information Systems or related technical field. Two years of related work experience may be substituted for each year of degree-level education.
Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processesBe a key member of an overall engagement team focused on delivering customer outcomes.Lead customer design workshopsGuiding customers in defining and refining business requirement for functional aspects of the solutionDrafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themManaging and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectationsContribute towards continuous improvement of leading practicesGrowing and mentoring other members of ServiceNow and the partner ecosystemRequired Skills:
Demonstrated experience with the ServiceNow Customer Service Management (CSM) ModuleSignificant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment.Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process and technology perspectiveExcellent communication and presentation skillsExperience in analyzing and recommending ITSM strategies based on business prioritiesExcellent interpersonal skills, customer-centric attitude and experience working with diverse teamStrong problem-solving and analytical skills with an aptitude and passion for learning new technologiesFamiliarity with the ServiceNow platform, including development of customizations beyond out-of-boxStrong documentation and technical writing experience.Desired Skills:
Experience with Scaled Agile Framework (SAFe) knowledge and experienceExperience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira AlignDesired Certifications:
DoD 8570 IAM Level II certification required.ServiceNow CSM and ITSM certificationsInformation Systems Security Engineering Professional (ISSEP) or Information System Security Architect Professional (ISSAP) certification desired.Required Education : Bachelor's degree in Systems Engineering, Computer Science, Information Systems or related technical field. Two years of related work experience may be substituted for each year of degree-level education.