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ServiceNow Process Lead

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Date: Jun 27, 2022

Location: rockville, MD, US

Company: NTT DATA Services


NTT DATA is seeking a highly motivated, flexible, organized, and detail-oriented ServiceNow Project Lead to join our dynamic team at Rockville, MD. If you want to learn, grow, and help then this is the job for you. What you do matters and has a significant impact on the medical, health and scientific communities we serve. Your work here really matters and has real impact.


NTT DATA is seeking a detail-oriented Enterprise ServiceNow Project Lead with advanced analytical skills to join our dynamic team. If you want to learn, grow, and help then this is the job for you. We support a project/customer that "seeks to better understand, treat, and ultimately prevent infectious, immunologic, and allergic disease seeks fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to enhance health, lengthen life, and reduce illness and disability.” What you do matters and has significant impact on the medical and scientific communities we serve. Your work here really matters and has real impact.




  • Support Federal Manager and ServiceNow team to improve IT processes based on the ServiceNow platform
  • Act as a Process Manager counterpart to the Federal Process Manager and work collaboratively with the federal Process Manager to drive a strategy and tactical actions to improve processes’ efficiency.
  • Utilize common process engineering techniques to analyze existing processes vs. future state.
  • Analyze data and metrics produced by the service management system and other available data sets to be able to identify trends, root causes and related conclusions.
  • Create process-driven improvement recommendations to address root causes of problems in IT service processes.
  • Develop process models using standard process analysis methodologies for current state analysis and the development of future state conceptual models.
  • Recommend and define Service Reporting & Metrics processes from the ITIL perspective
  • Define / Develop metrics and reports targeted to Continuously Improve IT Services
  • Define ITIL process requirements, gathered from IT support and operations teams, and perform analysis to provide ServiceNow development team with fully defined user stories for implementation.
  • Define best practice process KPIs and monitor over time.
  • Communicate results effectively and effectively both written and orally to obtain buy-in and adoption of analysis results across the entire organization.
  • Position yourself as a “TRUE LEADER” to bring the organization to the higher maturity state.

Job Requirements


  • Bachelor’s Degree in Information Systems, Business Administration, Computer Science, or related discipline.
  • 5-10 years of experience in ITSM process
  • ITIL Foundation + at least one or more ITIL Practitioner Certifications on ITIL versions v3 or v4
  • 5+ years of experience with ServiceNow platform
  • Preferred experience with ITOM, ITBM, SAM
  • Agile knowledge
  • Experience in Asset Lifecycle Management/Lifecycle Management of IT assets (computers, printers, etc.).
  • Must have experience using and extracting data from a service management system/platform.
  • Experience monitoring, analyzing, and reporting against service metrics.
  • Strong oral and written communication skills with all levels of the organization.
  • Must have a positive and patient customer service attitude.
  • Must be able to work independently and within a team.
  • Experience supporting a mid to large Federal agency enterprise is a plus.
  • Experience in defining metrics and reports targeted to Continuously Improve IT Services
  • Applicants selected will be subject to a Public Trust background security investigation and may need to meet eligibility requirements for access to sensitive information.  US Citizens or Permanent Residents preferred.


Candidates for this position will be required to adhere to NTT DATA’s and its clients’ COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law. 



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