Service Management Practitioner

Service Management Practitioner

Project Role : Service Management PractitionerProject Role Description : Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda. Must have skills : Service Integration and Management (SIAM)Good to have skills : NAMinimum 5 year(s) of experience is requiredEducational Qualification : 15 years full time educationJob Description The Knowledge Manager is accountable for creating and finalizing the overall responsibility for ensuring the suitability of the Knowledge Management process to the organization. Key Responsibility This section details the operational activities that should be performed by individuals performing this role within the Knowledge Management Process. Responsible for executing the Knowledge Management process activities and maintaining the Knowledge for a functional area(s) of the organization. Activities • Approves Knowledge Submissions for assigned area • Assists in establishing and improving the processes • Ensures targets (by group) are reached for the quality and the quantity of knowledge • Advocates Knowledge Management use and contributions within the group • Reports on performance metrics • Responds to Knowledge Feedback • Works with the Knowledge Manager and other Knowledge Champions to review and audit/self-assess the process and its techniques and methods • Assists in providing guidance and input into the Knowledge Management strategy • Provides ongoing support and training for users (implementations/Q & A/ Tier I support) • Maintains Knowledge within the KM Database • Requests Changes and additions to the Knowledge Management System via the Change Management process • Prepares documentation for new or existing Knowledge • Deploys the process and related methods and techniques • Evaluates performance metrics against the defined critical success factors, institutes actions to correct shortcomings or further streamline the process, and prioritizes expansion activities • Determines Service Lifecycle information requirements • Reviews and audits the process and its techniques and methods to ensure they are continuously improved • Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process • Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use • Directs and schedules the training of staff and Knowledge Management Champions • Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings • Sponsors the process by ensuring the Knowledge Manager has adequate resources to design the Knowledge Management process to conform to best practices and meet the needs of the organization • Arbitrates in any dispute over the allocation of responsibilities and sponsors the communication campaign to promote awareness and acceptance of the Knowledge Management process • Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Knowledge Management process and its associated procedures • Monitors and reviews the execution of the Knowledge Management process at a high-level, ensures it remains consistent with the organization’s current culture and IT Service Management strategy, and ensures coordination with all other IT processes • Participates in the IT Governance activities. Technical Experience: • Self-confident, results-oriented, persuasive, and influential • Excellent communication and interpersonal skills • Service operations and management experience a plus • Excellent Written and Verbal Communication Professional Experience: • Bachelor's degree in Computer Science or related process experience, preferred • 3+ years of experience with the ServiceNow IT Service Management tool, preferred • 4+ years of experience as a process owner, preferred • Proficient in rolling out methodologies, processes, standards and/or policies • Minimum of ITIL foundation certification. More advanced ITIL certifications desired; must have strong ITIL experience in development and deployment of processes • Proven track record of leading successful change across functional and organizational boundaries Educational Qualification: Bachelor’s degree (or geography equivalent)– Business or technology preferred Additional Information (if any) Good To have - Certification on ITIL (V3) /ITIL Intermediate(preferably).