ServiceNow Engineer (London Area)

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are currently looking for Service Now who has proven track record in IT Industry. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

Role : Service Now

Location: UK

Role Type : Contract

Work Setup : Remote

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 Service Desk 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 fulfillment 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