ITIL Certified ITSM Specialist

Job Summary

To support innovative AI initiatives, the remote ITIL Certified ITSM Specialist will lead the exploration and implementation of ServiceNow's Now Assist capabilities within the IT Service Management framework, collaborating with cross-functional teams and managing the transition of workloads from sandbox to production environments.

Key responsibilities

• Lead the evaluation and implementation of ServiceNow's Now Assist capabilities within ITSM
• Act as a strategic representative for ITSM on AI Operations projects, ensuring alignment with best practices
• Develop and execute comprehensive testing plans to ensure operational readiness 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