ITIL Certified ITSM Specialist

Job Summary

Acting as a strategic representative for ITSM on AI Operations projects, the remote ITIL Certified ITSM Specialist will lead the exploration and implementation of ServiceNow's Now Assist capabilities within the IT Service Management framework while collaborating with platform teams to ensure quality and operational readiness.

Key responsibilities

• Lead the evaluation and implementation of ServiceNow's Now Assist capabilities
• Collaborate with ServiceNow and platform teams to validate functionalities in sandbox environments
• Develop and execute comprehensive testing plans for quality assurance before deployment

Required qualifications

• Minimum 10+ years of experience in IT Service Management (ITSM) or related fields
• Bachelor's Degree preferred
• Strong knowledge of ITIL processes, including Incident Management and Business Continuity
• Hands-on experience with the ServiceNow platform, particularly with Now Assist/AI features
• Proven ability to develop and execute software test plans and quality assurance processes