ITSM Process Manager - L3 at Blue Pearl PTY Limited

Blue Pearl is a market-leading CLOUD Solutions developer with extensive knowledge and insight into the latest technologies, standardised processes, advanced technical capabilities and consulting processes available, ensuring wholistic success for our clientele. We offer professional consulting to compliment your business strategy and overall management and make it our priority to add value to any business by listening, analysing and creating a conducive solution that will empower our client.

We are recruiting to fill the position below:

Job Title: ITSM Process Manager - L3

Location: Lagos
Job type: Contract

Job Description

• The ITSM Process Manager - L3 is responsible for overseeing IT Service Management (ITSM) processes, with a focus on ServiceNow implementation and optimization within the organization.
• This role requires a deep understanding of ITIL practices and a strong capability to design, implement, and improve ITSM processes.
• The Process Manager acts as a domain consultant, ensuring that IT services align with business needs and are delivered efficiently and effectively.

Key Responsibilities
ServiceNow Implementation and Management:

• Act as the primary consultant for ServiceNow, managing its configuration, customization, and optimization to meet organizational needs.
• Oversee the implementation of ServiceNow modules, ensuring alignment with ITSM best practices and business requirements.
• Work closely with ServiceNow developers to implement new features and functions, ensuring they meet user and business requirements.

Process Design and Improvement:

• Develop, design, and implement ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Continuously assess and refine ITSM processes to improve efficiency, reduce response times, and enhance user satisfaction.
• Establish performance metrics and monitor process effectiveness, adjusting as needed for continuous improvement.

Stakeholder Management:

• Collaborate with business stakeholders, IT teams, and service owners to align ITSM processes with organizational goals and objectives.
• Facilitate regular meetings with stakeholders to review ServiceNow functionality, gather feedback, and implement improvements.
• Act as a point of contact for escalations and complex issues related to ITSM processes.

Documentation and Training:

• Maintain detailed documentation of ITSM processes, workflows, and ServiceNow configurations.
• Develop training materials and conduct training sessions for IT staff and end-users on ITSM tools and processes.
• Document best practices, process changes, and configuration details to support knowledge transfer and continuous improvement.

Compliance and Governance:

• Ensure that ITSM processes comply with organizational policies, industry regulations, and best practices.
• Conduct regular audits and reviews to verify adherence to ITSM standards and identify areas for improvement.
• Implement governance frameworks to manage and control changes to ITSM processes.

Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Experience: Minimum of 5 years of experience in IT Service Management, with at least 2-3 years in an L3 role or equivalent.
• Certifications: ITIL Foundation certification is required; ITIL Intermediate or Expert level is a plus. ServiceNow certification as a Domain Consultant or in a related field is highly desirable.

Skills and Competencies:
Technical Skills:

• In-depth knowledge of ITIL processes and best practices.
• Strong expertise in ServiceNow, including configuration, customization, and workflow development.
• Experience with ITSM tools, especially ServiceNow, as well as other IT management frameworks.
• Ability to analyze and optimize ITSM processes for enhanced performance and alignment with business goals.

Soft Skills:

• Excellent communication and interpersonal skills for effective collaboration with stakeholders.
• Strong analytical and problem-solving abilities, with attention to detail.
• Ability to manage multiple priorities and adapt to a fast-paced environment.
• Proactive and able to work independently, demonstrating initiative in process improvements.

Application Closing Date
Not Specified.