ServiceNow ITSM Manager

Role description

Job Title: ServiceNow ITSM Manager

Location: New York, NY

Job Summary: The IT Service Management Manager is responsible for leading the organizations ITSM capabilities with ServiceNow serving as the core enterprise platform.This role combines ServiceNow platform ownership people leadership and strategic vision to drive operational maturity service quality and scalable ITSM processes.The ITSM Manager owns the ServiceNow roadmap governs ITSM processes and leads a team and partners responsible for platform configuration adoption and ongoing improvement

Key Responsibilities Lead the design implementation and optimization of ITSM processes using Service Now platform Incident Problem Change Request and Configuration Management Provide functional and architectural oversight for ServiceNow enhancements integrations and upgradesManage and develop the ITSM ServiceNow team and oversee vendor partnersBuild ITSM practices using Service Now plarform to improve our user experience from a delivery of services they receive equest to ultimately empower them towards selfserviceProviding them with multiple channels of communication to our platform Ex MS teams Email Phone Portal Drive automation and integration between ITSM tools and other enterprise systems Ex Workday Intune Systrack Solarwinds Own configuration administration and support of the ServiceNow platformPartner with business and IT stakeholders to define requirements drive adoption and gather feedback for continual service improvementDevelop actionable dashboards SLAKPI metrics and performance reports leveraging ServiceNows reporting capabilitiesEnsure ITSM practices and documentation support regulatory security and audit requirements Required Qualifications Bachelors degree in Information Systems Computer Science or equivalent experienceDemonstrated ServiceNow experience as a platform owner ITSM lead or lead administrator in an enterprise environmentHandson knowledge of ServiceNow ITSM and CMDB sufficient to guide technical and process decisionsStrong understanding of ITIL principles and service management best practicesExperience leading teams andor vendors delivering ITSM and ServiceNow servicesStrong stakeholder management communication and leadership skills Preferred Qualifications ITIL v4 certificationServiceNow certifications System Administrator Application Developer or Implementation SpecialistExperience deploying or scaling ServiceNow in a global or multinational organizationFamiliarity with infrastructure technologies cloud environments and enterprise integrations