Service Management Practitioner

Project Role :Service Management Practitioner


Project Role Description :Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.

Must have skills :Service Integration and Management (SIAM)


Good to have skills :NA
Minimum
5 year(s) of experience is required


Educational Qualification :15 years full time education
Job Description The Knowledge Manager is accountable for creating and finalizing the overall responsibility for ensuring the suitability of the Knowledge Management process to the organization.Key Responsibility This section details the operational activities that should be performed by individuals performing this role within the Knowledge Management Process.Responsible for executing the Knowledge Management process activities and maintaining the Knowledge for a functional area(s) of the organization.Activities

Approves Knowledge Submissions for assigned area

Assists in establishing and improving the processes

Ensures targets (by group) are reached for the quality and the quantity of knowledge

Advocates Knowledge Management use and contributions within the group

Reports on performance metrics

Responds to Knowledge Feedback

Works with the Knowledge Manager and other Knowledge Champions to review and audit/self-assess the process and its techniques and methods

Assists in providing guidance and input into the Knowledge Management strategy

Provides ongoing support and training for users (implementations/Q & A/ Tier I support)

Maintains Knowledge within the KM Database

Requests Changes and additions to the Knowledge Management System via the Change Management process

Prepares documentation for new or existing Knowledge

Deploys the process and related methods and techniques

Evaluates performance metrics against the defined critical success factors, institutes actions to correct shortcomings or further streamline the process, and prioritizes expansion activities

Determines Service Lifecycle information requirements

Reviews and audits the process and its techniques and methods to ensure they are continuously improved

Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process

Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use

Directs and schedules the training of staff and Knowledge Management Champions

Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings

Sponsors the process by ensuring the Knowledge Manager has adequate resources to design the Knowledge Management process to conform to best practices and meet the needs of the organization

Arbitrates in any dispute over the allocation of responsibilities and sponsors the communication campaign to promote awareness and acceptance of the Knowledge Management process

Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Knowledge Management process and its associated procedures

Monitors and reviews the execution of the Knowledge Management process at a high-level, ensures it remains consistent with the organization's current culture and IT Service Management strategy, and ensures coordination with all other IT processes

Participates in the IT Governance activities.
Technical Experience:

Self-confident, results-oriented, persuasive, and influential

Excellent communication and interpersonal skills

Service operations and management experience a plus

Excellent Written and Verbal CommunicationProfessional Experience:

Bachelor's degree in Computer Science or related process experience, preferred

3+ years of experience with the ServiceNow IT Service Management tool, preferred

4+ years of experience as a process owner, preferred

Proficient in rolling out methodologies, processes, standards and/or policies

Minimum of ITIL foundation certification. More advanced ITIL certifications desired; must have strong ITIL experience in development and deployment of processes

Proven track record of leading successful change across functional and organizational boundaries
Educational Qualification:Bachelor's degree (or geography equivalent)– Business or technology preferred
Additional Information (if any)Good To have - Certification on ITIL (V3) /ITIL Intermediate(preferably).

 
Qualifications 
15 years full time education