Service Now SME - Onsite - Montgomery, AL

Service Now SME

• Onsite
• Montgomery, AL About us Creative Information Technology Inc (CITI) is an esteemed IT enterprise renowned for its exceptional customer service and innovation. We serve both government and commercial sectors, offering a range of solutions such as Healthcare IT, Human Services, Identity Credentialing, Cloud Computing, and Big Data Analytics. With clients in the US and abroad, we hold key contract vehicles including GSA IT Schedule 70, NIH CIO-SP3, GSA Alliant, and DHS-Eagle II. Join us in driving growth and seizing new business opportunities. Role and Responsibilities State of Alabama is looking for seasoned Service Now SME, work schedule is onsite – Montgomery, AL. Mobilization and calendar continuity Assume responsibility for the existing vendor-review calendar and immediately support the vendors scheduled for the applicable month. Use approved interim tools during transition, when necessary, then enter or migrate resulting records into the production solution. Establish project governance, schedule, status reporting, issue escalation and deliverable acceptance processes. Current-state assessment Review OIT Teams vendor-management files, pre-workshop materials, customized workshop artifacts, scorecards, business-review materials, meeting recordings, Power BI, Power Apps, spreadsheets, surveys and other evidence. Assess current processes, roles, data, integrations, controls, pain points, stakeholder effort and maturity gaps. Baseline recurring administrative effort and operations participant effort. Future-state operating model Define the charter, objectives, governance, authority boundaries, RACI/DRASCI, rules of engagement, vendor segmentation, cadence, communications, escalation, RAID, scorecard and continuous-improvement processes. Define how OIT leaders, operational teams, agencies, vendors, suppliers and OEMs participate. Preserve OIT authority for contractual, SLA, legal, expenditure and final performance decisions. Service. Now capability and module confirmation Assess OIT’s existing Service. Now licensing, activated modules, configurations, data model, integrations and approved AI capabilities. Recommend the appropriate module or combination of modules and identify reuse, configuration, integration and gap-resolution options. Evaluate connections to IRM, CMDB, contract records, service catalog, incidents, tickets, reporting, Teams, Power BI, Power Apps and other approved sources. Data migration and integration Inventory, classify, cleanse, map, migrate and validate approved vendor-management data and artifacts. Establish traceability, ownership, data-quality rules, retention handling and reconciliation evidence. Implement approved integrations or repeatable data exchanges. Service. Now configuration and reporting Configure vendor records, segmentation, review schedules, workflows, scorecards, RAID, actions, notifications, approvals, dashboards, reports, evidence and role-based access. Configure recurring calendar workflows for two to three monthly scorecards and two to three monthly business reviews. Provide executive, program, vendor and operational views appropriate to user roles. Governed AI and automation Implement approved AI-assisted use cases for intelligence, agenda and question preparation, meeting summarization, RAID identification, action tracking, trend detection, communications and vendor-improvement recommendations. Require human review of consequential outputs and maintain traceability to source records where practicable. Optimize prompts, reminders, forms and communications to minimize participant effort and avoid duplicate requests. Managed operations through day 365 Prepare and conduct the recurring monthly scorecard and business-review cadence. Coordinate stakeholder inputs, intelligence packages, scorecards, agendas, minutes, RAID, actions, vendor improvement plans and follow-up. Monitor operating measures and continuously improve the process, automation and communications. Training, knowledge transfer and transition Train OIT program staff, operations participants, administrators and other approved users. Provide SOPs, runbooks, configuration documentation, data definitions, training materials and succession support. Complete final transition and sustainability validation by day 365.