ITSM/ServiceNow Functional specialist - Demand, Release, Change Mgmt

ITSM/ServiceNow Functional specialist - Demand, Release, Change Mgmt

Area / Scope

Demand To Deploy (D2D):

• Demand Management
• Release Management
• Change Management

Purpose

The mission for the ITSM/ServiceNow Functional specialist is to be a recognized expert in the area, recognized for excellent knowledge and practical experience of the area in scope.

Work content

• Provide Support, e.g. coaching and training, on how to practically use processes/practices, methods and tools in day-to-day work
• Develop, Maintain and Provide relevant user documentation and work instructions
• Develop, Maintain and Provide training material and training/coaching sessions based on needs and requests
• Contribute in investigation Business needs and requirements
• Contribute in defining Change Request proposals
• Contribute when proposing prioritization of Change Requests
• Contribute in development, maintenance and improvement of the Processes/Practices and Methods incl related Tools, in order to reach the required performance and capabilities in Volvo’s IT Community.
• Contribute in defining, planning & execution of User Acceptance Test (UAT)
• Contribute in defining the business requirements for hand-over from projects to maintenance

Competence needed

• Good and documented understanding of relevant Industry Best Practices regarding processes/practices (e.g. ITIL), Methods and Tools (e.g. ServiceNow)
• Excellent knowledge/understanding, and proven practical experience in, ServiceNow functionality development
• Deep understanding of the criticality of the data & information used in the process
• Dedication to increasing delivery quality and effectiveness
• Good pedagogical skills and enjoying support, coaching and training
• Excellent communication and presentation skills and capability of managing stakeholders
• Complete proficiency in English is a requirement

For more information please contact:

Boris Karlsson, ITSM Center Manager, +46 31 3221033