Service Now Developer 9/6/2016

Cynet Systems Jackson, MI

Company
Cynet Systems
Job Classification
Full Time
Company Ref #
29577262
AJE Ref #
576105158
Location
Jackson, MI
Job Type
Regular

JOB DESCRIPTION

APPLY
We are looking for SERVICE NOW DEVELOPER for our client in JACKSON, MI

JOB TITLE: SERVICE NOW DEVELOPER

JOB LOCATION: JACKSON, MI

JOB TYPE: CONTRACT - 12 MONTHS / CONTRACT TO HIRE / DIRECT HIRE

JOB DESCRIPTION:

PREFER:

* SNOW CERTIFICATIONS

PRIMARY RESPONSIBILITIES:

* Service-level manager will set an expectation regarding the quality of a given infrastructure or software based solution as it relates to measurable performance
* Establish organizational buy-in for the structure of the Service Level metrics
* Negotiate Service Level Requirements and Service Level Agreements
* Ensure Service Level Targets / Service Level Objectives within the SLA is met
* Creation of templates for the Service Level Management process
* Ensure all backend agreements for SLA's are established, including Operational Level Agreements, Underpinning Contracts and also agreements for the IT Service Management processes
* Creation of Service Level Reporting for IT Services
* Service Level Manager is responsible for creating and maintaining the Service Catalogue and / or Service Portfolio
* Establish and build strong relationships with internal and external IT service groups, and other ITIL processes, in particular Contract management, Supplier Management, Change Management, Incident Management and IT Service Management
* Plan and conduct Service Reviews
* Establishing and setting requirements for tools to underpin the process, such as SLA and Service Catalogue / Service Portfolio tools
* Develop a standard set of service level metrics across the enterprise which can be segmented by Business Partner or end user group
* Evaluate, analyze and report service level metric results, coordinate activities to resolve performance variances and refine SLM's as needed to support the organization
* Drive continuous improvements in the delivery of IT services, establish both performance targets and stretch goals, and articulate a plan to drive SLM process maturity
* Prepare and maintain relevant reports pertaining to service level management and service level performance and related corrective actions
* Partner with IT Leaders to manage service level performance
* Understand the IT business area enough to create, negotiate and establish meaningful service level metrics
* Create appropriate communication and training plan so that both the IT and Business understand service level metrics and how the metrics are related to IT service delivery
* Provide proactive recommendation and independently identifies potential opportunities for continuous improvement
* Coordinate with cross functional IT planning vendor management team to drive improvements as needed with vendor support of service level metrics and SLA's

SKILLS & COMPETENCIES :

* Collaboration, Communication and ability to conduct presentations to multiple layers of Leadership in an effective and concise manner
* Understand IT architecture
* Leadership and Management skills
* Project Management understanding
* Aware of tactical and strategic business decisions / business needs
* Articulating skills, both written, verbal and presentation
* Organizing documents and prioritizing work
* Negotiation and mediation skills
* Analytical and statistical skills
* Understanding and completion of ITIL processes and or certification
* The ability to analyze and use data and measures to use as a catalyst for service capabilities, and current performance improvement and maintain a high level of customer satisfaction
* Strong attention to detail
* Demonstrated ability to successfully influence and negotiate with business partners and/or vendors to ensure positive outcomes, including the ability to communicate effectively to both internal and external organizations.