| Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. | |||
| Actual Years Experience |
Years Experience Needed |
Required/ Preferred |
Skills/Experience |
| 8 | Required | Experience with ITSM and ITIL governance processes. | |
| 8 | Required | Ability to think and act both strategically and tactically and know when to apply each type of action. | |
| 8 | Required | Very strong communication skills: oral, written, presentation and facilitation. | |
| 8 | Required | Technical understanding with ability to translate into business concepts. | |
| 8 | Required | IT Service Management knowledge beyond theory. He/she has held roles which implement IT best practices. | |
| 8 | Required | Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels. | |
| 8 | Required | The ability to bring together and work with a team of people with varied backgrounds – business analysts, technical experts, process owners - to articulate and remedy service level issues. | |
| 8 | Required | A good understanding of IT Outsourcing and Managed Services. | |
| 8 | Required | Statistical, numerical and analytical principles and processes. | |
| 8 | Required | Innovative thinking with service quality, and its improvement, within limits of costs and business direction. | |
| 8 | Required | Adhere to Project Management best practices | |
| 8 | Required | Experience with ITSM service tools, ServiceNow, and Remedy. | |
| 5 | Preferred | Proficient in the use of Remedy On Demand | |
| 4 | Preferred | IT Service Management certification ITIL V3 or V4 | |
| 4 | Preferred | PMP Certification | |
| 4 | Preferred | Business Process Engineering | |
| 4 | Preferred | Technical Writing/Formal documentation skills | |
| 4 | Preferred | Experience with ServiceNow in use with supporting external business partners. Experience with Cloud service provider AWS. | |
| 3 | Preferred | Training experience | |
| 1 | Preferred | Experience with ServiceNow security operations. Experience with DevOps tools (Jira, Gitlab, etc.) | |