Job Description:

Key Responsibilities:

• Service Portfolio Management:
  • Implement and manage ServiceNow Service Portfolio Management (SPM) functionality, including the configuration of service portfolios, service catalog, and service offerings.
  • Collaborate with business stakeholders to define and prioritize service offerings, ensuring alignment with business goals.
  • Manage and optimize service portfolio data, ensuring the accurate representation of services across the organization.
  • Assist in maintaining and improving the service lifecycle process, from ideation to service retirement.
• Configuration and Customization:
  • Customize ServiceNow SPM modules to meet the specific needs of the organization, ensuring seamless integration with other ITSM processes.
  • Create, configure, and maintain service request definitions, service level agreements (SLAs), and service catalog items within ServiceNow.
  • Implement workflows, approval processes, and automated tasks to streamline service portfolio management processes.
• Collaboration and Communication:
  • Work closely with IT leaders, service owners, and business units to gather requirements, define service portfolios, and communicate service portfolio value.
  • Provide expert advice and guidance to stakeholders on best practices for service portfolio management and how to leverage ServiceNow SPM features effectively.
• Reporting and Analysis:
  • Develop and maintain reports, dashboards, and performance metrics to provide visibility into the health of the service portfolio and its performance.
  • Analyze service portfolio data to identify trends, gaps, and opportunities for improvement, making data-driven recommendations to stakeholders.
• Continuous Improvement:
  • Act as a subject matter expert for ServiceNow SPM, continuously improving processes and configurations based on user feedback and business requirements.
  • Stay current with new features, enhancements, and best practices in ServiceNow SPM and ITIL frameworks.

Required Qualifications:

• Experience:
  • 3+ years of experience with ServiceNow, including hands-on experience with Service Portfolio Management (SPM), Service Catalog, and IT Service Management (ITSM).
  • Strong experience in implementing, configuring, and customizing ServiceNow solutions.
  • Experience with ITIL best practices, especially in service portfolio management, service catalog, and service lifecycle management.
• Technical Skills:
  • Expertise in ServiceNow platform, including Service Portfolio Management, Service Catalog, and related modules.
  • Familiarity with ServiceNow development tools such as Business Rules, UI Actions, Workflows, and Notifications.
  • Proficiency in reporting, data analysis, and dashboard creation in ServiceNow.
  • Knowledge of integrations between ServiceNow and other systems.
• Certifications:
  • ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) – Service Portfolio Management (SPM) preferred.
  • ITIL Foundation certification (preferably ITIL v3 or ITIL 4).
• Soft Skills:
  • Strong problem-solving and analytical skills.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.

Desired Qualifications:

• Experience with ServiceNow Agile Development, Demand Management, or other ServiceNow ITBM (IT Business Management) modules.
• Knowledge of ServiceNow Performance Analytics and reporting tools.
• Experience in managing complex IT service portfolios in large organizations.

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