What are the responsibilities and job description for the ITSM Lead position at Resourcesoft, Inc.?
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8 years of leadership experience in IT Service Management transformation and enterprise technical operations.
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Proficiency in ServiceNow architecture for designing Request, Knowledge, and Service Level Management modules.
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Experience with ITIL framework implementation including Incident, Change, and Problem Management process governance.
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Experience with Configuration Management Database (CMDB) operations and technical integration across service workflows.
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Experience in systems analysis, data modeling, and implementing automated self-service portals.
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Experience with technical maturity assessments, IT audits, and driving Continual Service Improvement initiatives.
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Excellent stakeholder management and communication skills to influence global technical leaders and business teams.
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Direct the technical design and governance of Incident, Change, and Problem Management processes within ServiceNow.
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Architect and operate an enterprise Configuration Management Database integrated with all core service management workflows.
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Construct automated service catalogs and performance dashboards to monitor delivery against established SLAs.
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Design self-service capabilities and automation workflows to optimize user engagement and operational efficiency.
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Execute technical audits and maturity assessments to ensure adherence to defined infrastructure standards and controls.
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Implement Knowledge Management technical structures and data visualizations to provide actionable operational insights.
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Partner with cross-functional technology teams to establish service definitions and define respective performance metrics.
Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.
Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
For more information about Resourcesoft and our services, please visit our website.