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Detailed Job Description:

• Resource is needed to meet with the various parties in each process, document the current activities, see if these activities can be stream-lined, gain consensus on the stream-lined approach and build this process into Service Now.
• Resource is needed to identify reports/ SLAs and KPIs that come out of the box to measure the performance and timeliness of these activities.
• Resource will need an understanding of the available types of business rules, triggers, criteria and actions used to construct the automation of these workflows.

KNOWLEDGE AND EXPERIENCE

• ITIL/ Service Management 2 years
• ServiceNow, FootPrints, or other ITSM tools experience 2 years
• Knowledge of the available types of rules, and the triggers, criteria and actions that are used to construct automation of the standard, repetitive actions that occur in a business environment - 2 years

DUTIES AND RESPONSIBILITIES:

• To identify repetitive workflows that can be automated.
• Meet with the users in workflows and document the current activities, develop automated workflows for these processes.
• When needed, recommend improvements to existing processes to eliminate non-value-added steps.
• Knowledge Transfer to existing state staff so they can build these workflows in the future.

REQUIRED SKILLS:

• Experience with Service Management (Service Now (preferred) similar IT Service Management Tools) - 2 years
• Strong technical problem-solving skills 2 years
• Effective communication skills, listening, written and verbal; ability to communicate complex concepts to technical and non-technical stakeholders
• Experience automating workflows in a Service Management application 2 years

DESIRED SKILLS

• Knowledge of Service Now Service to automate workflow management
• Process improvement
• Ability to identify value-added steps and eliminate non-value-added steps in workflows
• Identifying and establishing KPIs and reports

EDUCATION:

• Bachelors Degree or equivalent certification