ServiceNow Request Management Process Lead - Remote - Inside IR35

Duration: 12 months + extendable

An experienced ServiceNow Request Management Process expert is required for a long term project with a fast-growing IT company.

Responsibilities:

Request Process support:

Ensure the fulfilment of all Service Requests according to the defined SLAs/OLAs and escalate proactively when at risk of breaching; including handling delivery on more complex request catalog (form changes, new forms, workflow changes, etc) that is not covered by our AMS support of Service Now
Collaborate with Service Desk and Ops Teams for Request Management Process activities
Ensure that Global IT Production Services and partners are following the Request Management process correctly
Governing Request Catalogues, Forms & Workflows to maintain currency and consistency
Developing automation across Request Management workflows to produce faster fulfilment times & self-service experience
Deliver training courses related to Request Management to all IT delivery teams
Identify and manage continual improvement opportunities from a process, tooling & organizational perspective
Provide Reports and Management Communication to ensure the correct and timely fulfillment of Service Requests
Resolve escalations from stakeholders where required
Identify tooling opportunities to enhance the process.
Sponsoring, designing and change managing the process and its metrics
Ensuring that appropriate process documentation is available and current
Defining appropriate policies and standards to be employed throughout the process
Periodically auditing the process to ensure compliance to policy and standards
Periodically reviewing the process strategy to ensure that it is still appropriate and change as required
Communicating process information or changes as appropriate to ensure awareness to all stakeholders
Providing process resources to support activities required throughout the service lifecycle
Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process
Addressing issues with the running of the process
Own and manage the process roadmap
Identifying improvement opportunities for inclusion in the CSI Register
Working with the CSI manager and process managers to review and prioritize improvements in the CSI Register

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ServiceNow Request Management Process Lead - Remote