Service Delivery Manager:Service Now Knowledge Management: Banking: 9 Months FTC: Cape Town
I am looking for an experienced Service Manager who will be able to join the team in Cape Town and taken responsibility to: draft, negotiate, agree and sign off SLAs betweenGroup TechnologyandInternal Business partnersand to act as ongoing custodian of the SLAs overseeing the alignment and management of IT services through a process of definition, agreement, operation measurement and review and including monthly monitoring and reporting on operational performance against the SLAs requirements and instigate actions to address negative variances of performance in line with the agreed SLA.
Specialist Skills Set should include:
Service Now Knowledge Management is essential
Your Key Performance Areas will include:
Your primary focus purpose is to up-skill an existing resource on all thing'sKnowledge (Knowledge Management)withinServiceNow(specifically on theBank'sinstallation of ServiceNow).
ServiceNow knowledge management implementation.
Using the framework for efficient storage, easy retrieval, and effective capture of new knowledge.
Collaborating with colleagues: working closely with co-workers to optimize information storage and usage.
Maintaining theServiceNowknowledge base: managing the centralized hub that stores and organizes information for internal staff.
Ensuring all employees can access important information for their tasks.
Ensuring easy access to data and company knowledge by implementing user-friendly search tools.
Encourage a work environment that values and promotes a culture of knowledge sharing.
Providing monthly statistics for management reporting for digital channels.
Maintenance ofServiceNowPortal taxonomy.
Experience in working in an Agile environment.
Active participation inServiceNow'sVirtual Agent operational meetings.
ServiceNowinternal communication.
Managing the Banners and Announcements on theServiceNowEnd User Portal.
Requirements:
Bachelor's Degree
SAFe Agile Methodology Certifications [SAFe Framework]
ITIL4 Certification
Solid Experience of implementing ServiceNow knowledge bases
Solid experience constructing analytics of Knowledge base usage
Good verbal and written skills
Work Location:
Preferable Cape Town Clocktower however depending on resource skillset this can be done remotely (as long as within a Main center with RSA).
