ITSM Service Now Integrator
UniSystems S.A.
3 dagen geleden


  • Implement ServiceNow, along with a Self Service portal and data migration from client's current ITSM platform (Ivanti Service Desk)
  • Re-engineering of the existing ITSM processes and create new ones
  • Improve governance around service delivery and support
  • Contribute in the improvement of the performance and quality of Institution's services and raise the organisation maturity in IT Service Management
  • Building up SLAs and OLAs for defined services and implement them in SN
  • Implementing a reliable CMDB and governing process
  • Implementing analytics and reporting for all roles and management levels
  • Communication and training / coaching uses in SN
  • Setting up the mechanism / process enabling continuous service and process management improvement
  • Qualifications

  • Master Degree in IT or related field with a minimum of 12 years of professional IT experience or Bachelor level studies accompanied by additional 5 years of working experience
  • Minimum 12 years of professional experience in Architecture, development, and validation of ITSM solutions
  • Expert knowledge in guiding and realizing Service Now implementations in medium / large scale organizations (min. 3000 end users)
  • Minimum 7 years of experience with ITIL V2 and V3. Relevant Certification in ITIL v3 is mandatory
  • Minimum 7 years of knowledge and experience with Project Management techniques and tools is required
  • Experience on the following would be considered as asset :
  • ITSM product Certified of Consultant or Administrator level is required. The ITSM product must integrate at least the following ITILv3 processes : Incident Management, Problem Management, Change Management, Service Level Management, Service Catalogue Management, Release & Deployment Management, Request Fulfillment anagement, Knowledge Management, Service Asset & Configuration Management
  • Prince 2 / PMI(min 5 years, desirable)
  • Very good written and spoken English is required. Knowledge of French language would be considered as asset
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