Senior Service Mgmt Process Specialist

Citizens Topeka, KS, KS
senior mgmt management servicenow delivery training service management workbench health software framework procedures communication
November 9, 2022
Topeka, KS, KS
The Senior Service Management Specialist is a high impact role that provides subject matter expertise and hands-on technical development/delivery support to establish core capabilities and provide ongoing enhancement of the ServiceNow Incident, Problem, Change and related modules such as Major Incident Management and the various Workbench products. The role will interact with multiple teams within the business and IT areas. Will provide an understanding of the requirements and objectives of ITIL and ITSM best practices and advises the organization on overall health of ITIL Service Management Delivery.
Primary responsibilities include:
- Work with ServicNow Incident, Problem, Change and associated Workbench modules.
- Strong expertise with Performance Analytics Reporting and Dashboards.
- Strategic design of ITIL process and all of its components and processes.
- Coordinate and facilitate discussions and working sessions between Infrastructure and Software owners ensuring appropriate level of requirements gathering are understood, documented, and reviewed.
- Manage relationships with other process management teams to provide a consistent delivery framework.
- Work across teams to define requirements, documentation, and training so processes are implemented, documented and appropriate training completed.
- Proactively escalate problems and issues and drive to resolution.
- Adhere to department procedures as directed by the department and CFG's procedures guide.
- Translate risk language into actionable items and deliverables designed to continually enhance processes.
- Ability to propose business rule and process workflows within ServiceNow.
- Ability to work in an Agile framework.
- 3-5 years experience with ServiceNow platform.
- Understanding of ServiceNow and ITIL concepts.
- Willingness to define and document Business Service definitions with all relevant parties as well as interacting with Service Owners to interpret and agree on the contents of their respective Software Portfolios.
- Good presentation and communications skills. Must be able to articulate messages across a variety of audiences.
- Self-driven and ability to work independently.
- Flexible working hours to accommodate diverse geographic locations.
- Strong customer service, analytical, research, interpersonal and problem-solving skills required.
- Experience working with multicultural teams in diverse geographic locations preferred.
- Strong written communication, good interpersonal skills, including collaboration, communication, relationship building, and negotiation.
- Understanding of IT Operations Management disciplines.
- Bachelor's Degree or relevant experience in Business, Information Management or a related field required
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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