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2016-1357 ServiceNow ITSM Process Consultant (PA IV)

  • Contract to Career
  • Irvine, CA
  • This position has been filled

Website Central Services

Reporting jointly to the Director of Central Services and the Director of Client Services, the ServiceNow ITSM Process Consultant will work with the appropriate OIT teams to provide guidance surrounding ServiceNow implementation in accordance with ITIL processes of Incident, Problem, and Change management. The role will involve both architecture and implementation functions. The Consultant must be an expert with ServiceNow applications and be able to provide assistance and support in the following key areas:

Ensure solid requirements analysis for the deployment of ServiceNow applications is completed.

Advise OIT teams on ITSM principles, best practices, potential risks, and implementation.

Lead the OIT teams to leverage tools that streamline and improve service management including CMDB, incident, problem, project, and change processes.

Develop, implement, and validate necessary metrics to monitor service delivery, customer satisfaction and individual performance.

Provide training and communications support to OIT teams.

Spend time understanding the needs of OIT and business clients and translate those needs into defined service levels and initiatives.

Create and maintain project documentation for requirements, process, development, scripting, and testing.

Provide testing and quality assurance on all work performed throughout implementation.

Application workflow design and application development on the ServiceNow platform.

Work with OIT teams to conduct proof of concept, design, and implement discovery, service automation, and other related features.

Be an active participant in the IT Service Governance processes.



External Recruitment: Open to current UCI employees and the general public.

Hiring Salary

Commensurate with experience

DOE, plus benefits


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