● 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.

Basic Qualifications:
● 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.

Other:
● Experience working in a client-facing role, ideally in collaboration with a third-party implementation partner.
● Proven experience in designing and implementing ITSM processes, workflows, and automation on the ServiceNow platform.
● Strong understanding of ITIL best practices and experience applying them in an enterprise environment.
● Excellent communication and interpersonal skills, with the ability to manage relationships with both technical and non-technical stakeholders.
● ServiceNow Certified System Administrator (CSA), ITIL Certification, Certified Implementation Specialist (CIS) are highly preferred.
● Ability to work independently and collaboratively, managing multiple priorities in a fast-paced environment.

Primary Goals for ServiceNow Senior ITSM Specialists:
● Re-platform ServiceNow to improve compliance and functionality.7+ years of experience in IT Service Management, with a strong focus on ServiceNow platform implementation and administration.
● 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.
● Importance of communication with process owners and understanding ITSM and ITIL architecture.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is $43.18 to $64.00 W2. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com .
NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.