ITSM Solutions Manager

Requisition Number: 96325 

The ITSM Solutions Manager represents a coordinated focus on alignment of service process and ITSM technology within the Managed Services Client and Business Optimization team. The role is charged with 1) facilitating alignment of managed service process and service technology platforms, 2) driving adoption of both client owned and Insight ServiceNow solutions, 3) eliminating service technology barriers from client engagements, and 4) providing client facing ITSM technology coaching engagements as an added value solution. The ITSM Solutions Manager will have demonstrated experience in IT service delivery process development, ServiceNow administration, and performance analytics development and review. 

 

Key Responsibilities 

• Awareness and comprehension of the Service Delivery Management methodology, entitlements, and technology solutions.
• Identifying new and current Managed Services clientele as targets for ITSM Solutioning.
• Assessing client ITSM current state during initial Service Transition to define service technology requirements.
• Awareness and consulting on Insight ServiceNow connector solutions and requirements.
• Consult on alignment of service process to ITSM driven automation.
• Provide coaching services towards utilization of both client ITSM and Insight ServiceNow platforms.
• Process Insight ServiceNow development requirements with the appropriate functional Product Owner.
• Awareness and alignment to Insight ServiceNow policies and procedures as defined by the Insight ITSM governance team.
• Development of transformation roadmaps for transitioning clientele from current state to target environment.
• Collaboration with Assigned Client Delivery Managers on client messaging and transformation/adoption activities
• Governance and tracking of client projects regarding:
  • Transformation project metrics
  • Project timelines
  • Milestone’s achievements
  • Project health

 

• Develop and maintain program analytics measuring program effectiveness and value.

 

 

What you’ll need to succeed

• Associates degree in Computer Science, Information Systems, Business Management or a related field   Experience may be used in lieu of educational requirements. 
• 5+ years of technical experience with at least 3 years involvement in client delivery management or consulting
• Preferred experience within a managed services organization including awareness/comprehension of supported offerings, technologies, and toolsets
• Advanced knowledge or ITIL certification in ITSM processes and procedures.
•  Multi-years’ experience with ServiceNow, and ITSM/Client Management platforms required.
• ServiceNow administration training or 3+ years’ experience in platform administration
• Preferred experience in transitioning clientele to ServiceNow platforms
• Advanced skills and experience in multi-tasking client management requirements and activities

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

 

Posting Notes: Remote || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || Remote ||