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- Tasks: Lead the ServiceNow Request Management Process and ensure timely fulfilment of service requests.
- Company: Join a fast-growing IT company focused on innovation and efficiency.
- Benefits: Enjoy remote work flexibility and opportunities for professional development.
- Why this job: Be part of a dynamic team driving process improvements and enhancing user experience.
- Qualifications: Experience in ServiceNow and request management processes is essential.
- Other info: This role is remote and offers a 12-month contract with potential extensions.
The predicted salary is between 43200 - 72000 £ per year.
An experienced ServiceNow Request Management Process expert is required for a long-term project with a fast-growing IT company.
Responsibilities:
- Request Process support: Ensure the fulfilment of all Service Requests according to the defined SLAs/OLAs and escalate proactively when at risk of breaching; including handling delivery on more complex request catalog (form changes, new forms, workflow changes, etc) that is not covered by our AMS support of Service Now.
- Collaborate with Servicedesk and Ops Teams for Request Management Process activities.
- Ensure that Global IT Production Services and partners are following the Request Management process correctly.
- Governing Request Catalogues, Forms & Workflows to maintain currency and consistency.
- Developing automation across Request Management workflows to produce faster fulfilment times & self-service experience.
- Deliver training courses related to Request Management to all IT delivery teams.
- Identify and manage continual improvement opportunities from a process, tooling & organizational perspective.
- Provide Reports and Management Communication to ensure the correct and timely fulfilment of Service Requests.
- Resolve escalations from stakeholders where required.
- Identify tooling opportunities to enhance the process.
- Sponsoring, designing and change managing the process and its metrics.
- Ensuring that appropriate process documentation is available and current.
- Defining appropriate policies and standards to be employed throughout the process.
- Periodically auditing the process to ensure compliance to policy and standards.
- Periodically reviewing the process strategy to ensure that it is still appropriate and change as required.
- Communicating process information or changes as appropriate to ensure awareness to all stakeholders.
- Providing process resources to support activities required throughout the service lifecycle.
- Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
- Addressing issues with the running of the process.
- Own and manage the process roadmap.
- Identifying improvement opportunities for inclusion in the CSI Register.
- Working with the CSI manager and process managers to review and prioritize improvements in the CSI Register.
ServiceNow Request Management Process Lead employer: Empiric
Contact Detail:
Empiric Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ServiceNow Request Management Process Lead
✨Tip Number 1
Familiarise yourself with the ServiceNow platform, especially the Request Management module. Understanding its functionalities and capabilities will help you demonstrate your expertise during discussions.
✨Tip Number 2
Network with professionals in the IT service management field, particularly those who have experience with ServiceNow. Engaging in relevant forums or LinkedIn groups can provide insights and connections that may lead to opportunities.
✨Tip Number 3
Stay updated on the latest trends and best practices in request management processes. Being knowledgeable about current methodologies will position you as a strong candidate who can bring valuable insights to the role.
✨Tip Number 4
Prepare to discuss specific examples of how you've improved request management processes in previous roles. Highlighting your hands-on experience with process enhancements will make you stand out during interviews.
We think you need these skills to ace ServiceNow Request Management Process Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ServiceNow Request Management. Focus on specific projects where you've managed request processes, collaborated with teams, or developed automation workflows.
Craft a Compelling Cover Letter: In your cover letter, emphasise your expertise in managing service requests and your ability to improve processes. Mention any specific achievements that demonstrate your capability in handling complex request catalogues and training delivery.
Showcase Your Problem-Solving Skills: Provide examples in your application of how you've resolved escalations or improved processes in previous roles. This will show the company that you can handle challenges effectively.
Highlight Collaboration Experience: Since the role involves working with various teams, mention any past experiences where you've successfully collaborated with IT delivery teams or servicedesk operations. This will illustrate your ability to work well in a team environment.
How to prepare for a job interview at Empiric
✨Understand the ServiceNow Ecosystem
Make sure you have a solid grasp of the ServiceNow platform, especially the Request Management Process. Familiarise yourself with its functionalities, including SLAs, OLAs, and how to handle complex requests. This knowledge will help you demonstrate your expertise during the interview.
✨Showcase Your Collaboration Skills
Since the role involves working closely with various teams, be prepared to discuss your experience in collaborating with service desks and operations teams. Share specific examples of how you've successfully worked with others to improve processes or resolve issues.
✨Highlight Continuous Improvement Initiatives
Be ready to talk about any past experiences where you've identified and implemented process improvements. Discuss how you approached these opportunities and the impact they had on efficiency and effectiveness within the organisation.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage escalations. Think of examples from your previous roles where you successfully navigated challenges related to request management and how you ensured compliance with policies and standards.
