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Product Owner - ITSM

  • Location:

    Southampton

  • Sector:

    Technology

  • Job type:

    Permanent

  • Salary:

    £57000 - £65000 per annum

  • Contact:

    Annabel Jones

  • Contact email:

    Annabel.Jones@oliverjames.com

  • Job ref:

    JOB-082022-177630_1660906087

  • Published:

    9 giorni fa

  • Expiry date:

    2022-09-18

Role Title:

Product Manager - ITSM - ServiceNow

Key Points:

This senior role will provide support during the implementation of a world-class Service Management solution, and ultimately manage / govern the environment when in operational use.

The Product Manager - ITSM will be responsible for all development, deployment, administration and automation of the ITSM platform, ensuring adherence to core ITIL disciplines.

With a strong focus on solution strategy, business change, and technology operations, you will work with a variety of colleagues across our global corporation to ensure the ITSM platform and associated modules continue to enable productive, effective and efficient provision of IT services whilst driving automation and digital integration.

Covering people, processes, and technology you will embed yourself in end-user and technical communities to act as both a champion of the end user, and a guide for effective ongoing operation and support of the ITSM platform.

Client Details:

You will represent the business in global working groups to define standards and share our success stories, whilst engaging with local teams in on and off-shore to find new and creative ways of using the Service Management solution, and to seek opportunities to drive adoption and consistency.

The role will be based in the UK, working in Southampton at least 2 days per working week. No travel to other locations is expected.

The Role:

  • Managing permissions and access (roles, users, and groups)
  • Troubleshoot system issues, investigate and recommend permanent solution and workarounds
  • Guide business users with the process and ServiceNow / Improve business processes and manage continuous improvement projects
  • Maintaining instance performance with regular check-ups
  • Analyse the current environment and propose automation whenever possible
  • Manage functional and process documentation
  • Coordinate upgrades and changes to the ServiceNow instance
  • Deploy update sets from non-prod environments
  • Setup reports and schedules
  • Setting up notifications and alerts
  • Work closely with Project Managers and business stakeholders and implement ITIL best practices
  • Maintain Service Catalog and Service Level Management
  • Manage Access Control Lists and scripts (i.e server scripts and client scripts)
  • Manage CMDB health and CMDB best practice
  • Develop and manage standard load template to import updated data
  • Resolve basic incidents and fulfil routine service requests
  • Provide training to end-users and business owners

Knowledge, Experience and Qualifications required:

Qualifications - Essential:

  • Certified ServiceNow administrator (advanced)
  • ServiceNow Automated Test Framework Essentials
  • ServiceNow Upgrade Essentials
  • ServiceNow ITSM fundamentals
  • ServiceNow fundamentals

Qualifications - Desirable:

  • Common Service Data Model (CSDM) Fundamentals
  • Configuration Management Database (CMDB) Fundamentals
  • Now Support Administrator
  • Performance Analytics Essentials
  • Scripting in ServiceNow Fundamentals (ITL or On Demand)
  • Application Development Fundamentals
  • Expertise in ServiceNow configuration, administration, and usage
  • Minimum 2 years of job-related experience
  • Self-motivated candidate and have experience in ServiceNow ITSM processes and workflows
  • Good working knowledge of ITOM processes and workflows
  • Strong analytical and problem-solving skills
  • Troubleshooting skills
  • Knowledge of ITIL and Service Delivery best practices
  • Hands-on development, management, and deployment experience with ServiceNow
  • Experience with Javascript, HTML, XML, and web services REST API, SOAP
  • Excellent communication skills
  • Effective collaborator
  • The ability to focus and prioritise in a high-pressure environment
  • Analytical with a high degree of attention to detail
  • Excellent relationship management and influence skills
  • Excellent communication skills across a variety of mediums, to all levels of the business

Job Offer

  • Annual Salary up-to £65,000.
  • HUGE, discounted rates for holidays. (Up-to 75% off)
  • Excellent career opportunities
  • Minimum 25 days of holidays and option for holiday trading
  • Contributory Defined Pension scheme
  • Company paid Health Cash Plan
  • Company paid Health Assessment
  • Employee Shares Plan
  • Life Assurance
  • Cycle to work
  • Access to digital GP
  • Opportunity to join employee led networks
  • Extensive learning and development opportunities
  • Employee assistance programme
  • Shopping discounts portal

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