ServiceNow Support at Test Yantra Software Solutions Private Limited, London, £250-£270 per day

Responsibilities:

Request Process support:

· Ensure the fulfilment of all Service Requests according to the defined SLAs/OLAs and escalate proactively when at risk of breaching; including handling delivery on more complex request catalog (form changes, new forms, workflow changes, etc) that is not covered by our AMS support of Service Now

· Collaborate with Service Desk and Ops Teams for Request Management Process activities

· Ensure that Global IT Production Services and partners are following the Request Management process correctly

· Governing Request Catalogues, Forms & Workflows to maintain currency and consistency

· Developing automation across Request Management workflows to produce faster fulfilment times & self-service experience

· Deliver training courses related to Request Management to all IT delivery teams

· Identify and manage continual improvement opportunities from a process, tooling & organizational perspective

· Provide Reports and Management Communication to ensure the correct and timely fulfillment of Service Requests

· Resolve escalations from stakeholders where required

· Identify tooling opportunities to enhance the process.

· Sponsoring, designing and change managing the process and its metrics

· Ensuring that appropriate process documentation is available and current

· Defining appropriate policies and standards to be employed throughout the process

· Periodically auditing the process to ensure compliance to policy and standards

· Periodically reviewing the process strategy to ensure that it is still appropriate and change as required

· Communicating process information or changes as appropriate to ensure awareness to all stakeholders

Job Type: Freelance

Pay: £250.00-£270.00 per day