Key Responsibilities :

- Collaborate with IT business partners and SMEs to design and enhance process and service models ensuring optimal request offerings.

- Provide best practice configuration recommendations during design phases to maximize efficiency.

- Identify solution alternatives and recommend the best implementation approach for system functions.

- Ensure quality assurance on configuration and development changes, maintaining high standards.

- Manage the - preparation and communication of deliverables documentation- , ensuring clarity and completeness.

- Maintain proper security controls, access management, separation of duties, and adherence to design and release standards.

- Gather requirements and support User Acceptance Testing (UAT) sessions with stakeholders.

- Make proactive, value-added recommendations that drive positive business and IT outcomes.

- Communicate status updates effectively to development team leaders, including workload, accomplishments, and roadblocks.

- Provide regular and consistent communication on issue resolution and request statuses.

- Identify and escalate application issues requiring increased focus or management attention.

- Adapt to cultural and organizational climates across global teams, ensuring seamless collaboration.

- Work with cross-functional teams, contractors, and vendors to deliver business functionality.

- Maintain data quality in CMDB, ensuring accuracy and reliability.

- Demonstrate expertise in ServiceNow's Service Portal, enhancing user experience and leveraging AI for IT Service Management improvements.