ServiceNow ITSM Service/Process Owner

Our client, a leading Digital Transformations services company, are hiring a ServiceNow ITSM Process Owner to join the team on a contract basis in California. The successful candidate will be responsible for designing, implementing and continuously enhancing IT Service Management (ITSM) processes within the ServiceNow platform to ensure efficient service delivery and operational excellence.

Responsibilities

• As the ServiceNow ITSM Process Owner, you will own and manage ITSM processes, including Incident, Problem, Change Management, Request Fulfillment, Service Catalog, Service Level Management and Knowledge Management.

• Develop ITSM strategy, policies and governance frameworks to align with ITIL best practices and business objectives.

• Lead the design, implementation and optimization of ITSM processes in ServiceNow to ensure efficient service delivery.

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

• Monitor process performance and key metrics, driving continuous improvement to meet SLAs and business goals.

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

• Identify and implement automation opportunities using ServiceNow workflows, Flow Designer and integrations.

• Ensure seamless integration of ITSM with other ServiceNow modules, including ITOM, CSM and CMDB.

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

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

Skillset

• At least ten years of experience working with the ServiceNow platform.

• Minimum of seven years of expertise in ITSM processes and governance.

• At least five years of hands-on experience in configuring, implementing and optimizing ServiceNow ITSM.

• Deep understanding of the ITIL framework and ITSM best practices.

• Proven experience in defining, streamlining and automating ITSM processes using ServiceNow workflows.

• Strong analytical skills to assess ITSM metrics, KPIs and dashboards for continuous improvement.

• Experience integrating ServiceNow ITSM with other IT systems, including monitoring tools, CMDB, ITOM, and third-party applications.

• ITIL v4 Foundation certification required; ITIL Managing Professional or ITIL Strategic Leader preferred.

• ServiceNow Certified System Administrator (CSA) and ServiceNow ITSM Implementation Specialist (CIS-ITSM) certifications preferred.

• Excellent communication skills, with project management and stakeholder engagement abilities.

Interested? Apply Now!

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