*core responsibilities*:
*assist in process improvements*- help identify opportunities for streamlining workflows, automating tasks, and improving documentation.
*maintain process documentation*- document current service desk processes, workflows, performance metrics, sops, user guides, etc.
maintain governance documentation for vendor onboarding, offboarding, and performance tracking
*monitor sla adherence* - monitor and report on key performance indicators (kpis) and service level agreements (slas).
ensure vendor processes are integrated in itsm workflows
*create itsm reports and dashboards* - develop and maintain reports within servicenow performance analytics (or other reporting tools) to track key itsm metrics, providing insights to leadership.
*collaborate with it and business teams* - collaborate with service desk teams, itsm tool administrators, and stakeholders to gather requirements and implement process enhancements.
escalate and manage vendor-related service issues through formal itsm processes
*support itsm training efforts* - assist in creating training materials and guiding users on itsm processes and servicenow functionality.
*analyze itsm data trends* - identify recurring issues through data analysis and collaborate with teams to enhance long-term service efficiency.
*qualifications*:
- bachelor's degree in information technology, business administration, or related field.
- 1+ years of experience working with itsm processes (incident, problem, change, major incident) or sd environments.
- 1+ years of hands-on experience with servicenow itsm module (servicenow reporting experience is a plus).
- knowledge of performance analytics and/or power bi (preferred but not required).
- basic understanding of itil frameworks (certification is a plus).
- familiarity with servicenow knowledge management module (preferred).
- strong analytical and problem-solving skills.
- excellent communication skills with both technical and non-technical audiences.
- ability to prioritize tasks and meet deadlines in a fast-paced environment.
- detail-oriented and eager to learn itsm best practices.