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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 48000 - 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 and its Request Management capabilities. Understanding the nuances of the system will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of the company to gain insights into their culture and expectations. This can provide you with valuable information that you can use to tailor your discussions during the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved processes in previous roles. Highlighting your experience with continual improvement and automation will resonate well with the responsibilities outlined in the job description.
✨Tip Number 4
Stay updated on the latest trends and best practices in IT service management. Being knowledgeable about industry standards will show that you're proactive and committed to excellence in the Request Management Process.
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 meet SLAs/OLAs. Mention any experience you have in training IT teams or improving processes, as these are key responsibilities for the role.
Showcase Relevant Skills: Clearly list skills that align with the job description, such as process governance, stakeholder communication, and continuous improvement. Use examples from your past work to demonstrate how you've successfully applied these skills.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a role focused on process management.
How to prepare for a job interview at Empiric
✨Understand the ServiceNow Ecosystem
Familiarise yourself with the ServiceNow platform, especially the Request Management Process. Be prepared to discuss your experience with SLAs, OLAs, and how you've handled complex request catalogues in previous roles.
✨Showcase Collaboration Skills
Highlight your ability to work with various teams, such as Servicedesk and Ops Teams. Provide examples of how you've successfully collaborated on process activities and resolved escalations in the past.
✨Emphasise Continuous Improvement
Discuss your approach to identifying and managing continual improvement opportunities. Be ready to share specific instances where you've enhanced processes or tools to improve efficiency and effectiveness.
✨Prepare for Training and Communication
Since delivering training courses is part of the role, think about your experience in this area. Prepare to explain how you would communicate process changes and ensure stakeholder awareness effectively.
