ServiceNow ITSM Process/Service Specialist

Are you looking for a challenging role in IT Service Management? We are seeking a highly experienced professional to lead the design, implementation, and continuous improvement of IT Service Management processes within the ServiceNow platform.

Key Responsibilities:

• Own and manage ITSM processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog, Service Level Management, and Knowledge Management

• Define ITSM process strategy, policies, and governance framework to ensure compliance with ITIL best practices and business objectives

• Collaborate with stakeholders to ensure ITSM processes are effectively implemented and continuously improved

• Monitor process performance and KPIs, ensuring continuous optimization and alignment with SLAs and business goals

• Lead the design, implementation, and optimization of ITSM processes in ServiceNow

• Work with ServiceNow developers and administrators to configure, customize, and enhance ITSM modules

• Identify opportunities to automate manual ITSM processes using ServiceNow workflows, Flow Designer, and integrations

• Ensure seamless integration of ITSM with other ServiceNow modules such as ITOM, CSM, and CMDB

• Drive a culture of continual service improvement by analyzing performance data, identifying inefficiencies, and implementing enhancements

• Conduct regular service reviews with stakeholders to assess process effectiveness and identify areas for improvement

• Develop and maintain ITSM dashboards, reports, and metrics to track operational performance and compliance

• Act as the primary point of contact for ITSM-related processes and ServiceNow ITSM functionality

• Engage with IT teams, business units, and leadership to understand requirements and ensure ITSM processes meet organizational needs

• Provide training, documentation, and guidance to users and stakeholders on ITSM processes and best practices

Required 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) ],