Our client is seeking a Service Now Designer for a contract position within the Technology sector. This role is pivotal in shaping and delivering consistent, compliant, and efficient end-to-end services for a new global storefront, retail platform, and clinical platform. The Service Now Designer will ensure alignment with the comprehensive IT Strategy and facilitate seamless service delivery across the organisation.
Purpose of this Role
- Responsible for shaping and delivering consistent, compliant, and efficient end-to-end services for the new Global Storefront, Retail Platform, and Clinical Platform, ensuring alignment with the IT Strategy.
- Identify the impact of change on Infrastructure & Operations, focusing on supportability, resource, and financial implications.
- Ensure services are designed to be fully supportable and that performance of ongoing support services can be tracked and measured.
- Design services to meet business needs and align with the organisation's IT Service Strategy.
- Lead the design and development of end-to-end IT services, including infrastructure, application, and operational components.
- Ensure all aspects including people, third party, and budgets are factored into the service design for full, ongoing run capability.
- Collaborate with stakeholders to understand business needs and translate them into scalable, sustainable service solutions.
- Work closely with value stream leads, IT teams, and third-party vendors to define and document service requirements.
- Act as a key point of contact for service-related discussions during project planning and execution phases.
- Define and document service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).
- Ensure full documentation and knowledge transfer to the Service Transition team for safe introduction of the designed service into production.
- Assess and mitigate risks associated with service designs, ensuring potential impacts on operations are identified and addressed.
Candidate Requirements
- Experience in delivering Service Design for a global website in a complex, large enterprise environment.
- ITIL qualified (minimum v3) with a deep understanding of ITIL principles, practices, and processes.
- Experience in IT service design, service architecture, or a similar role within an IT Infrastructure & Operations setting.
- Experience with ServiceNow or other ITSM platforms.
- Experience with planning and managing work using Jira.
- Strong leadership capabilities with proven skills in collaboration, influencing, and leading.
- Familiarity with modern IT infrastructure, cloud technologies, and DevOps practices including CI/CD pipelines.
- Strong problem-solving skills with a focus on long-term strategic outcomes.
- Proven track record of designing and integrating services involving diverse tools, providers, processes, teams, and time zones in a multi-vendor environment.
- Excellent written and verbal communication skills to articulate complex concepts to various audiences.
- Flexibility in a rapidly changing environment, with the ability to work under pressure.
- Self-motivated and capable of working within project timelines and deadlines.
Deliverables
- Define and produce the Service Definition for the new Ecommerce Application by the end of month 1.
- Define the requirements for the CI/CD pipeline to support multi-vendor and multi-purpose (Dev & Ops) use by the end of month 3.
- Define and produce Service Definitions for the new global clinical platform and all underpinning applications by the end of month 6.
If you are a skilled Service Now Designer keen on leveraging your expertise within a dynamic environment, we encourage you to apply now! ```
