Req ID: 297654

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a IT Service Management Specialist (ServiceNow) - Remote to join our team in St. Louis, Missouri (US-MO), United States (US).

Day-to-day Duties:

• Act as the primary point of contact between our client and the ServiceNow implementation partner, facilitating effective communication and collaboration throughout the project lifecycle.
• Gather and document business requirements from internal stakeholders, ensuring alignment with ITSM best practices and organizational objectives.
• Collaborate with the implementation partner to design, develop, and implement ITSM processes on the ServiceNow platform, including Incident, Problem, Change, Service Request, and Knowledge Management.
• Review and validate ServiceNow configurations, customizations, and workflows developed by the implementation partner to ensure they meet business needs and technical standards.
• Oversee functional testing, user acceptance testing (UAT), and go-live activities, ensuring a smooth transition to the new ITSM platform.
• Provide input on ServiceNow platform upgrades, patching, and maintenance activities, ensuring alignment with the overall IT strategy and minimizing disruptions to business operations.
• Develop and implement performance metrics, KPIs, and reporting tools to monitor the effectiveness of ITSM processes and identify areas for improvement.
• Facilitate training sessions and workshops for end-users and IT staff to ensure effective adoption of the ServiceNow platform.
• Ensure compliance with ITSM policies, standards, and regulatory requirements throughout the implementation process.
• Stay up-to-date with the latest ServiceNow features, updates, and industry trends to provide informed recommendations for continuous improvement.

• Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will also be considered.
• 7+ years of experience in IT Service Management, with a strong focus on ServiceNow platform implementation and administration.
  • Proficiency with these ITSM modules: Incident, Problem, Change Management, and Service Request Management is required. Certifications in each are requested but not required.
  • Focus on IT service management (incident, problem, change management) and strategic portfolio management. Proven experience in designing and implementing ITSM processes, workflows, and automation on the ServiceNow platform.
• CMDB - Min 5 years' experience. Certification requested but not required.
• Horizontal Discovery - Min 5 years' experience.
• Experience with ITOM - Min 3 years but 5 is preferred. Certification requested but not required.
• Min 5 years' experience building and deploying complex software applications.