Description

Drive ITSM strategy and implementation across the enterprise, focusing on ServiceNow to align processes with business objectives.

This role is on-site.

Responsibilities

• Define requirements and implement enterprise-wide ITSM tools, primarily ServiceNow.
• Ensure ITSM processes align with business objectives, regulatory requirements, and firm policy.
• Execute strategies to improve observability, responsiveness, and resilience for Incident and Problem Management.
• Implement change management strategies and tooling to minimize business disruption.
• Identify and drive process optimization initiatives within the ITSM framework.

Required Skills

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 10+ years of experience in IT Operations within global, enterprise-scale environments.
• Expertise in ITSM frameworks and best practices, including ITIL, Agile, and DevOps.
• Extensive hands-on experience with ServiceNow.
• Strong analytical and problem-solving capabilities.
• Proven ability to communicate effectively with diverse, global stakeholders.
• Experience managing multiple priorities in complex environments.

Preferred Skills

• Proficiency with PowerBI or Tableau for reporting and analytics.
• Familiarity with agentic AI modules for ITSM functions.

Key Skills

Education

Bachelor's degree