Description

You will lead the design, implementation, and continuous improvement of IT Service Management processes within the ServiceNow platform.

Responsibilities

• Own and manage ITSM processes including Incident, Problem, Change, Request Fulfillment, Service Catalog, Service Level, and Knowledge Management.
• Define ITSM process strategy, policies, and governance frameworks aligned with ITIL standards.
• Configure, customize, and enhance ITSM modules in collaboration with developers and administrators.
• Automate manual processes using ServiceNow workflows, Flow Designer, and integrations.
• Monitor process performance via KPIs, dashboards, and reports to ensure alignment with SLAs.
• Integrate ITSM with other modules such as ITOM, CSM, and CMDB.

Required Skills

• 10+ years of experience with the ServiceNow platform.
• 7+ years of experience in ITSM processes and governance.
• 5+ years of hands-on ServiceNow ITSM configuration, implementation, and optimization.
• Strong knowledge of the ITIL framework and ITSM best practices.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow ITSM Implementation Specialist certification (CIS-ITSM).
• ITIL v4 Foundation certification or higher.
• Experience integrating ServiceNow with monitoring tools, CMDB, ITOM, and third-party applications.
• Proven ability to analyze metrics and drive continual service improvement.

Preferred Skills

• ITIL Managing Professional or ITIL Strategic Leader certifications.

Key Skills

Education

Any Gradute