Senior ITSM Process Owner - ServiceNow Expert

ServiceNow ITSM Process/Service Owner Job Description

We are seeking a highly skilled ServiceNow ITSM Process Owner to lead the design, implementation and continuous improvement of IT Service Management (ITSM) processes within the ServiceNow platform. This role ensures that ITSM processes align with business objectives, industry best practices and ITIL standards while driving efficiency, governance and automation.

About this role:

This is an exciting opportunity for a seasoned professional with expertise in ServiceNow ITSM to join our team and drive the delivery of world-class IT services. The successful candidate will have strong knowledge of ITIL framework and ITSM best practices, as well as hands-on experience with ServiceNow configuration, implementation and optimization.

Key Responsibilities:

• Owning and managing ITSM processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog, Service Level Management and Knowledge Management
• Defining ITSM process strategy, policies and governance framework to ensure compliance with ITIL best practices and business objectives
• Collaborating with stakeholders to ensure ITSM processes are effectively implemented and continuously improved
• Monitoring process performance and KPIs, ensuring continuous optimization and alignment with SLAs and business goals
• Leading the design, implementation and optimization of ITSM processes in ServiceNow
• Working with ServiceNow developers and administrators to configure, customize and enhance ITSM modules
• Identifying opportunities to automate manual ITSM processes using ServiceNow workflows, Flow Designer and integrations
• Ensuring seamless integration of ITSM with other ServiceNow modules such as ITOM, CSM and CMDB
• Driving a culture of continual service improvement by analyzing performance data, identifying inefficiencies and implementing enhancements
• Conducting regular service reviews with stakeholders to assess process effectiveness and identify areas for improvement
• Developing and maintaining ITSM dashboards, reports and metrics to track operational performance and compliance
• Acting as the primary point of contact for ITSM-related processes and ServiceNow ITSM functionality
• Engaging with IT teams, business units and leadership to understand requirements and ensure ITSM processes meet organizational needs
• Providing training, documentation and guidance to users and stakeholders on ITSM processes and best practices

Required Skills and Qualifications:

• 10+ years of experience in ServiceNow platform with 7+ years in IT Service Management (ITSM) processes and governance
• 5+ years of hands-on experience with ServiceNow ITSM (configuration, implementation and optimization)
• Strong knowledge of ITIL framework and ITSM best practices
• Experience in defining, optimizing and automating ITSM processes using ServiceNow
• Proven ability to analyze ITSM metrics, KPIs and dashboards for continuous process improvement
• Strong project management and stakeholder management skills
• Experience in integrating ServiceNow ITSM with other IT systems (e.g., monitoring tools, CMDB, ITOM and third-party applications)
• Excellent communication and leadership skills to drive process adoption and collaboration
• Ability to work in a fast-paced, cross-functional environment
• Strong analytical and problem-solving skills to assess ITSM effectiveness

Certifications:

• ITIL v4 Foundation or higher (ITIL Managing Professional, ITIL Strategic Leader preferred)