Leads the design, configuration, implementation, integration, testing, and support of ServiceNow Digital Product Release Management solutions. Facilitates stakeholder workshops, develops ITSM operating models and release governance practices, configures workflows and automation, builds enterprise integrations, manages testing and deployment, and creates documentation, training, dashboards, and operational procedures. Provides expert guidance on ServiceNow, ITIL, release management, governance, and continuous process improvement.
Qualifications and Experience:
- Minimum seven (7) years of experience consulting on and
delivering IT Service Management (ITSM) solutions in large, complex enterprise
environments, including process design, implementation, configuration, and
operational support.
- Minimum five (5) years of hands-on ServiceNow experience,
including configuration, customization, administration, and implementation of
ITSM modules and platform capabilities.
- Proven experience facilitating stakeholder workshops,
conducting business process reviews, and gathering requirements to translate
business and operational needs into ServiceNow solution designs and technical
configurations.
- Experience assessing current-state processes and developing
future-state ITSM operating models, governance frameworks, process
improvements, and service management best practices.
- Proven ability to develop and deliver training materials,
user guides, operational procedures, knowledge-transfer sessions, and support
documentation for business and technical stakeholders.
- Excellent written, verbal, facilitation, and stakeholder
engagement skills.
- Demonstrated ability to work independently and
collaboratively within diverse, cross-functional project teams.
Technical Capabilities:
- Extensive experience configuring, customizing, and
administering the ServiceNow platform and IT Service Management (ITSM) modules.
- Experience implementing and supporting ServiceNow Digital
Product Release Management (DPRM) or equivalent Release Management solutions.
- Strong knowledge of ITIL and ITSM best practices, including
Incident Management, Change Enablement, Release Management, Problem Management,
Service Request Management, Configuration Management (CMDB), Service Level
Management, Availability Management, Capacity Management, and IT Service
Continuity Management.
- Advanced experience configuring and customizing ServiceNow
workflows, Flow Designer, Business Rules, Client Scripts, UI Policies, Forms,
Notifications, Approval Processes, Dashboards, Reports, and Performance
Analytics.
- Experience designing and implementing integrations using
ServiceNow APIs and integration technologies with DPRM, Change Management,
CMDB, Strategic Portfolio Management (SPM), DevOps tools, CI/CD pipelines, and
other enterprise systems.
- Strong knowledge of Systems Development Lifecycle (SDLC)
methodologies, including requirements analysis, solution architecture, design,
testing, deployment, release management, and production support.
- Experience establishing and supporting enterprise release
governance processes, including release planning, scheduling, release
calendars, risk assessments, dependency management, deployment coordination,
and post-release reviews.
- Knowledge of enterprise technology environments, including
cloud services, network infrastructure, applications, cybersecurity controls,
telecommunications, collaboration platforms, and information management
technologies.
Certifications Required:
- ServiceNow Certified System Administrator (CSA)
Requirements
Deliverables
- Design, configure, and implement the ServiceNow Digital
Product Release Management (DPRM) solution, including release workflows,
approval processes, governance controls, forms, notifications, and automation
to meet business and operational requirements.
- Configure and customize ServiceNow platform capabilities,
including Flow Designer, business rules, UI policies, scripts, dashboards,
reports, and performance analytics to support enterprise release management
processes and improve operational efficiency.
- Design and implement integrations between DPRM,
Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools,
CI/CD pipelines, and other enterprise systems using ServiceNow integration
capabilities, APIs, and industry best practices.
- Develop and maintain release governance artifacts and
reporting capabilities, including release calendars, deployment schedules,
risk and dependency tracking, executive dashboards, operational reports, and
performance metrics.
- Conduct and support solution testing activities,
including unit, integration, system, regression, and user acceptance testing,
while identifying, tracking, and resolving defects to ensure solution quality,
stability, and readiness for production deployment.
- Prepare and deliver solution documentation, training
materials, knowledge transfer sessions, and operational procedures to
support user adoption, ongoing administration, and long-term sustainability of
the ServiceNow DPRM solution.
- Assess current-state release management processes and
develop future-state recommendations to improve release governance,
standardization, automation, stakeholder visibility, and alignment with ITIL
and enterprise service management best practices.
The Release Management Consultant will be responsible for
the following:
- Lead the design, configuration, customization,
implementation, and ongoing support of the ServiceNow Digital Product Release
Management (DPRM) solution to enable and enhance enterprise release management
processes.
- Facilitate stakeholder workshops and collaborate with
business stakeholders, project teams, product owners, and technical teams to
gather requirements, analyze business needs, and develop scalable ServiceNow
solutions and process improvements.
- Configure, customize, and maintain ServiceNow platform
capabilities, including workflows, Flow Designer, business rules, forms,
notifications, approval processes, dashboards, reports, and Performance
Analytics to support Release Management operations.
- Design, implement, and support integrations between DPRM,
Change Management, CMDB, Strategic Portfolio Management (SPM), DevOps tools,
CI/CD pipelines, and other enterprise applications using ServiceNow integration
technologies and APIs.
- Support the full solution delivery lifecycle, including
requirements analysis, solution design, configuration, testing, deployment,
release planning, production support, and continuous improvement initiatives.
- Establish and support enterprise release governance
practices, including release planning, scheduling, release calendars, risk
assessments, dependency management, deployment coordination, and post-release
reviews.
- Develop and deliver process documentation, operating
procedures, training materials, knowledge transfer sessions, and user support
resources to promote successful adoption of Release Management capabilities.
- Provide expert advice and recommendations on ITSM, Release
Management, governance, and ServiceNow best practices to support organizational
objectives and operational excellence
Must Haves:
- Experience
assessing current-state processes and developing future-state ITSM
operating models, governance frameworks, process improvements, and service
management best practices.
- Experience
designing and implementing integrations using ServiceNow APIs and
integration technologies with DPRM, Change Management, CMDB, Strategic
Portfolio Management (SPM), DevOps tools, CI/CD pipelines, and other
enterprise systems.
- Experience
establishing and supporting enterprise release governance processes,
including release planning, scheduling, release calendars, risk
assessments, dependency management, deployment coordination, and
post-release reviews.
- Knowledge
of enterprise technology environments, including cloud services, network
infrastructure, applications, cybersecurity controls, telecommunications,
collaboration platforms, and information management technologies.
- Certifications
Required: 1. ServiceNow Certified System Administrator (CSA)
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