ServiceNow Solutions Specialist
- Newcastle / Hybrid
Excellent opportunity to join a global team, you must have experience in creating and maintaining professional documentation on IT Process and Improvement.
Essential
- Experience in technical writing and the development of professional documentation
- Strong ability to conduct thorough research and gather relevant information.
- Attention to Detail in ensuring accuracy and quality in documentation.
- Proficient in translating complex technical concepts into clear, concise, and user-friendly content.
- Solid knowledge of ITSM processes and familiarity with ITSM tools and technical systems.
- Experience in using documentation tools and software, particularly ServiceNow.
- Ability to manage multiple documentation projects and initiatives simultaneously.
- Capability to analyse existing processes and identify areas for improvement.
- Strong ability to engage with stakeholders and collaborate with various departments.
- Experience in developing and delivering training materials and sessions.
- Commitment to fostering a culture of continuous improvement.
Desirable
- Proficiency in ServiceNow Performance Analytics or similar ITSM tools.
- Experience in automating and optimising processes using ServiceNow or other tools.
- Skills in managing and leading change initiatives within global IT functions.
- ITIL v3 or ITIL 4.
Role
- Collaborate with key stakeholders to gather requirements for the development and delivery of IT Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Identify and assess gaps in current process documentation templates to develop a comprehensive set of standardised templates, including process documentation, work instructions, process flow charts, IT support models, IT playbooks, system architecture diagrams, technical documentation, and IT Service Improvement plans.
- Ensure all documentation is maintained to high standards and adheres to best practices.
- Evaluate existing processes to pinpoint areas for improvement, enhancing efficiency and compliance.
- Develop and deliver training materials and sessions to empower IT teams, fostering a culture of excellence and embedding documentation practices within the group to ensure proficiency and expertise.
- Cultivate a culture of continuous improvement by proactively soliciting feedback and implementing changes to enhance documentation quality and effectiveness.
- Ensure all documentation is stored and structured in Managed Documents within ServiceNow, overseeing the ownership of documents by IT service owners, with a focus on improving the maturity of the module.
- Develop and maintain reporting metrics in ServiceNow Performance Analytics to measure the effectiveness and impact of documentation initiatives.
- Conduct regular audits and reviews of documentation to ensure accuracy, relevance, and compliance with industry standards.
- Ensure all documentation is stored in accessible, organised repositories managed in ServiceNow.
- Track and analyse how documentation is utilised within the group to identify areas for improvement and ensure it meets evolving needs.
- Enhance the maturity of systematic processes by assessing current procedures in ServiceNow, identifying potential enhancements, and leading initiatives to implement these improvements.
- Identify and assess risks associated with IT processes and propose effective mitigation strategies.
- Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimise processes
Excellent client, team and opportunity, apply now!!
