SNOW Service Manager @ Engenious in Engenious

The Service Integration Manager is tasked with the successful implementation and management of ITSM tools and ITIL processes. This role is primarily accountable for maintaining the ITSM system's availability, integrity, and security. The role involves collaboration with IT Delivery Managers, Architects, Business and Strategic Partners to ensure the ongoing maintenance, development, and deployment of ITSM tools and processes.

• Over 10 years of experience with IT Infrastructure, Applications, and Security processes and solutions.
• Expertise in Service Integration and Management Techniques.
• Extensive knowledge of ITIL and IT Service Management platforms.
• Proficient in ServiceNow Architecture, including the design, solutioning, and deployment of modules such as ITSM, ITOM, ITBM, CSM, HR, and SecOps.
• Comprehensive understanding of all phases of the operations lifecycle, from requirements definition to maintenance.
• In-depth knowledge of IT production administration and operational controls.
• Ability to create, implement, and assess plans, programs, and procedures for information processing operations.
• Exceptional problem-solving abilities, especially in troubleshooting complex ServiceNow issues.
• Experience working in an international/multicultural environment, with strong language and communication skills.
• Capable of engaging with both business and technical stakeholders.
• Ability to prioritize, manage multiple projects simultaneously, and thrive in a dynamic environment.
• Proactive in learning and staying updated with technological advancements.
• Proficient in English, with strong interpersonal and communication skills

The Service Integration Manager is tasked with the successful implementation and management of ITSM tools and ITIL processes. This role is primarily accountable for maintaining the ITSM system's availability, integrity, and security. The role involves collaboration with IT Delivery Managers, Architects, Business and Strategic Partners to ensure the ongoing maintenance, development, and deployment of ITSM tools and processes.

,[Collaborate closely with the Head of IT Infrastructure to drive the execution of enterprise technology strategies., Maintain optimal performance, reliability, and availability of ServiceNow by consistently monitoring system metrics, addressing issues, and applying necessary optimizations., Supervise strategic partners performance, ensuring that objectives are met, and work with teams to track and document progress., Serve as the primary point of contact for P1/P2 incidents, facilitating communication across various organizational levels., Oversee the root cause analysis (RCA) process, including its documentation and the implementation of identified improvements., Lead efforts in problem resolution and incident management., Manage resources innovatively and cost-effectively, optimizing the use of available tools and assets., Ensure that strategic partners fulfill their responsibilities promptly and accurately., Develop and enforce departmental policies and procedures., Guarantee that deadlines and production schedules are adhered to, and adjust workloads as necessary., Assist in defining strategies and setting priorities for IT operations by analyzing current and future needs., Propose and develop tactical and strategic plans for Service Integration operations., Identify and advocate for cost-saving initiatives and continuous improvement opportunities within managed areas., Establish and maintain standards and procedures that align with departmental objectives., Manage internal and external communications and escalations concerning issues., Have a deep understanding of processing environments for supported products and services., Foster teamwork across various teams and departments to achieve organizational goals., Perform other related tasks as required.]
Requirements: Security, ITIL, ServiceNow, CSM, Communication skills