ServiceNow Process Manager 24-06142

"ALL Our Jobs Are US Based And Candidates Must Be In The US With Valid US Work Authorization. Please Apply On Our Website Directly." APN Consulting Has An Immediate Need For a Direct Client RequirementServiceNow Process ManagerAllentown, PA12 months of ContractJob SummaryThe ServiceNow Process Manager will be responsible for managing and optimizing IT service management (ITSM) processes within the ServiceNow platform. This role involves working closely with various business units to ensure that ITSM processes are aligned with organizational goals and industry best practices. The Process Manager will lead efforts to improve efficiency, enhance service delivery, and ensure compliance with ITIL standards.Key ResponsibilitiesProcess Management:Design, implement, and manage ITSM processes using the ServiceNow platform.Ensure processes are aligned with ITIL best practices and organizational objectives.Monitor and measure the effectiveness of ITSM processes and make continuous improvements.Stakeholder EngagementCollaborate with business units, IT teams, and stakeholders to gather requirements and understand business needs.Act as the primary point of contact for process-related inquiries and issues.Facilitate communication between stakeholders to ensure a common understanding of process goals and objectives.Process OptimizationIdentify areas for process improvement and implement solutions to enhance efficiency and effectiveness.Conduct regular process reviews and audits to ensure compliance and identify opportunities for improvement.Develop and maintain process documentation, including workflows, procedures, and policies.Training And SupportProvide training and support to IT staff and end-users on ITSM processes and the ServiceNow platform.Develop training materials and conduct workshops to promote process adherence and best practices.Offer guidance and support for process-related issues and challenges.Reporting And AnalyticsDevelop and maintain dashboards and reports to track process performance and key metrics.Analyze data to identify trends, areas for improvement, and potential risks.Present findings and recommendations to senior management and stakeholders.Governance And ComplianceEnsure ITSM processes comply with organizational policies, industry regulations, and ITIL standards.Implement and manage process governance frameworks to maintain consistency and control.Conduct regular reviews and audits to ensure compliance with established standards.Project ManagementLead and manage process improvement projects from inception to completion.Develop project plans, timelines, and budgets to ensure successful project delivery.Coordinate with cross-functional teams to ensure project milestones are met.QualificationsEducation:Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.ExperienceMinimum of 5 years of experience in IT service management, process management, or a related field.Proven experience with the ServiceNow platform, including configuration and administration.Strong knowledge of ITIL framework and best practices.Technical SkillsProficiency in ServiceNow platform and ITSM modules.Experience with process mapping and workflow design.Strong analytical skills and the ability to interpret data and metrics.Soft SkillsExcellent communication and interpersonal skills.Strong problem-solving and decision-making abilities.Ability to work independently and as part of a team.Strong organizational and time management skills.Desirable CertificationsITIL Foundation Certification (required)ServiceNow Certified System Administrator (CSA) (preferred)ServiceNow Certified Implementation Specialist (preferred