Overview
The London Borough of Harrow is seeking an IT Service Management specialist who has subject matter expertise in the day-to-day administration of our ITSM platform (currently ServiceNow). This role also supports the Service Manager, assuring the operational delivery of IT service providers. The candidate must have experience and undertake all ITSM process activities. The specialist will use their expertise to enhance the ServiceNow product, provide advice and guidance to drive improvement, develop accurate system reports, improve internal ITIL and associated processes, provide training and guidance, and produce actionable data analysis to identify call trends.
About You
The successful candidate will be:
* Experienced in ServiceNow administration enhancing and evolving Harrow’s instance and providing advice and guidance to all stakeholders whilst driving improvement.
* Experienced and competent in running all ITSM process activities (including but not limited to Incident, Change, Problem and Major incident management).
* Experienced in supplier engagement and performance management and understand the mapping of KPI’s and SLAs to performance.
* Experienced in analysing data and developing quality documentation including knowledge articles and customer-facing forms which support and improve the user journey, encouraging self-service.
* Experienced in CSAT monitoring and evaluation to improve service provision.
* An effective communicator with strong interpersonal skills.
* Familiar with IT industry standards, ITIL, ISO, IEC, etc., and the principles embedded within them. Minimum ITIL foundation qualification required.
* Experienced in working for an LGA or organisation similar to that of the Council, public or third sector, is desirable.
Related Documents
For more information, please refer to the Role Profile/Selection Criteria.
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