Requirements

Expected technologies

ServiceNow

Our requirements

• Over 3 years of client consultation experience in ServiceNow Service Level Management
• Over 3 years of client consultation experience in ServiceNow Performance/Platform Analytics implementation as a consultant
• Advanced presentation skills, including the creation and delivery of professional PowerPoint presentations
• Usage of ServiceNow Agile for capturing stories and mapping stories to Epics is good to have
• Understanding and good knowledge of ServiceNow functionality and IT Service Management (ITSM)
• Experience in developing test scripts as part of UAT for Service Level Management and Operational Reporting

Your responsibilities

• Conduct As-Is discovery of the customer's current Operational and Service Levels (SLA/KPI/OLA)
• Analysis of existing Operational and Service Level Compliance Dashboards, if any, and identify opportunities of enhancement
• Conduct Client workshops for requirement gathering to identify customer reporting needs
• Propose and recommend Service Levels and enhancements of Operational Dashboards for seamless Service Performance Management and Reporting
• Document SLAs/KPIs in standard RSDDS (Report Solution Design Documents) format
• Review and obtain sign-off/Approval from the customer to build SLAs/KPIs in ServiceNow (Service Level Definitions & Platform Analytics Dashboards)
• Build stories for agreed and approved Service Levels/Operations Reports
• Collaborate with ServiceNow Developers and Performance Analytics/Platform Analytics Developers to build SLA/KPI (SLA Definitions Application) and SLA Dashboards in Platform Analytics
• Collaborate with ServiceNow Developers and Performance Analytics/Platform Analytics Developers to build/modify existing operational Dashboards in Platform Analytics
• Demo Design and Build of SLA/Operational Dashboards to Customer
• Obtain sign-off to promote solutions to QA and PROD
• Participate in Unit testing and Regression testing along with ServiceNow/PA Developers
• Collaborate with Performance/Platform Analytics Developers to build the Technical Design Document
• Create a standard Process for Service Level Management
• Build Training Documents (PPT), both from a functional and technical aspect
• Conduct training workshops - Functional and Technical