Job Description

Summary:

We are looking for a highly skilled ServiceNow professional with expertise in IT Service Management (ITSM) and additional capabilities in IT Business Management (ITBM), ServiceNow Development, and Solution Architecture. The role involves designing, implementing, and optimizing ITSM processes and ServiceNow solutions to drive operational excellence and user adoption.

Core Competencies:

• ServiceNow IT Service Management (ITSM) End to end implementation and optimization.
• Project Delivery & Coordination.
• Operational Excellence.
• Team Leadership.
• Ability to communicate effectively in English and Japanese for stakeholder engagement, training, documents walkthrough and related activities etc.
• Problem Solving.
• ITIL Framework - Strong understanding of ITIL processes and best practices Collaboration with Cross-Functional Teams.
• Reporting & Dashboards Building actionable insights within ServiceNow.
• Compliance & Audit Readiness - Documentation and license tracking.

Qualifications & Skills:

Primary skills:

• ServiceNow - IT Service Management (ITSM)

Additional skills:

• ServiceNow - IT Business Management (ITBM).
• ServiceNow Development and Solution Architecture.
• Skilled in planning, executing, and monitoring projects.
• Good understanding of operations and compliance processes.
• Ability to adapt quickly and lead teams effectively.
• Excellent communication and stakeholder management skills.

Experience Requirements:

• 6+ years of hands on experience in ServiceNow ITSM implementation and administration.
• Proven track record of managing end-to-end ServiceNow projects, including planning, estimation, and delivery.
• Solid understanding of ITIL framework and best practices.
• Exposure to large-scale projects and cross-functional collaboration.
• Language Skills: Proficiency in English and Japanese for documentation, training, and stakeholder communication.

Key Responsibilities:

• Deliver ITSM process solutions and implement supporting tools on the ServiceNow platform.
• Design and implement integrations with enterprise systems (e.g., Azure AD, Okta).
• Manage ServiceNow upgrades and ensure platform security and functionality.
• Conduct walkthrough sessions, training for smooth user adoption in both languages (English and Japanese) and related activities.
• Collaborate with QA and business teams to enforce operational standards.
• Design scalable ServiceNow solutions aligned with business requirements.
• Work closely with cross functional teams to ensure smooth coordination and timely issue resolution.
• Facilitate effective communication between stakeholders, ensuring alignment on project goals and operational priorities.
• Ensure best practices in ServiceNow development and architecture.
• Create and maintain project plans, estimates, and WBS for quality deliverables.
• Allocate tasks among team members and provide technical guidance.
• Conduct walkthrough sessions and training for smooth user adoption.
• Prepare process checklists, SOPs, and documentation for audits and compliance.
• Track software licenses purchased vs. consumed and ensure compliance.

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