Reference: JHB001893-Laka-1 Join our team as a Service Management Change Enablement Specialist and lead the transformation of IT Service Management processes. Utilize your expertise in ServiceNow and ITIL to drive innovation, ensure service quality, and collaborate with global teams. Embrace this opportunity to shape the future of IT services in a dynamic and supportive environment. ESSENTIAL SKILLS REQUIREMENTS : - Extensive experience with configuring, administering, and supporting large enterprise IT Service Management (ITSM) platforms and solutions like ServiceNow, BMC Remedy Helix. - Proficient in implementing, maintaining, and continuous improvement of IT Service Management processes and practices. - Extensive ServiceNow experience with specific focus on IT Service Management Change Enablement module. - Capable of providing training as a subject matter expert (SME) and providing input on knowledge-sharing sessions to key stakeholders. - Collaborate closely with cross-functional teams, IT Professionals, and stakeholders to ensure service quality and align IT services with business objectives. - Any additional responsibilities assigned in the Agile Working Model (AWM) Team Charter. ADVANTAGEOUS SKILLS REQUIREMENTS: - ServiceNow experience with specific focus on IT Service Management modules: - Incident, Problem, Service request management, Service level management, and Knowledge management. - Ability to conceptualize complex information and perform detailed analysis when required. - Experience and implementation of ITIL version 4. - Experience with the Agile Methodology. - Understanding and implementing automation to increase efficiency and handle repetitive tasks. - Balancing technical skills with business acumen to align IT goals with business objectives. - Building and maintaining strong relationships between IT and the business. - Ensuring a positive customer experience through effective service management. - Excelling in clear communication and working well with teams across the organization. - Being able to identify, analyze, and resolve issues efficiently. - German-speaking (not a prerequisite). - Excellent communication skills at senior engagement levels. - Ability to relate and interact with a variety of stakeholders at different organizational levels. - Strong interpersonal skills, including intercultural understanding. - Able to work under pressure and be resilient in stressful situations. Remaining calm and patient in stressful situations or when dealing with challenging issues. - Must be self-motivated and open to learning independently. - Proactive and able to provide new ideas for improvement of processes and work methods. - Self-starter. - Flexibility to take up different tasks in the team and be a team player. - Approaching problems in a systematic way and finding innovative solutions. - Collaborating effectively with others to achieve common goals. - Always considering the impact on the customer and striving to enhance their experience. - The ability to mediate disputes and find mutually acceptable solutions. - Willing and able to travel internationally when required. WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE? - Fluent English-speaking, including business reading and writing. - Information technology qualification (Degree, Diploma, Certificate). - Strong technical knowledge in ITSM tools, incident, problem, and change enablement. - Excellent analytical and problem-solving skills. - ServiceNow certifications (ITSM fundamentals, CSDM, CMDB). - Min. 6 years working experience in IT Service Management. - Team-player (working in an international environment and team). WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES? - Perform the role of subject matter expert (SME) on ITSM related topics: - ITSM processes, foundation data, governance, and measurements. - Support migration/transformation of existing IT Service Management processes and services from BMC Remedy platform to ServiceNow platform. - 2nd and 3rd level support for ServiceNow ITSM Processes. - Creating and updating documentation of user guides and guidelines including operations manuals. - Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported. - Analyze KPIs to identify trends and areas requiring attention. - Conducting IT service quality assurance, monitoring, and analyzing performance issues to ensure service standards. - Supporting IT governance and audit requirements to maintain compliance and operational integrity. - Providing different levels of support, managing incidents, and ensuring continuous operation of IT services. - Focusing on continual service improvement to enhance service delivery and process efficiency. - Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships. Apply Now

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