Staff ServiceNow ITSM Process Engineer
Staff ServiceNow ITSM Process Engineer
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Job Description
Team
ServiceNow Digital Business Services Experience (DBSx) is a team of talented and energetic individuals. They are responsible for the design build support and operation of our critical internal business services. The Senior Analyst works across the entire enterprise to monitor evaluate and drive improvement of IT Service Management (ITSM) practices within ServiceNow internal services.
The ServiceNow Senior ITSM Process Engineer plays a pivotal role in advancing our service management goals across the Digital Technology organization. They are responsible for developing standards and guidelines for ITSM practices educating practitioners on best practice tools and techniques and ensuring processes are being effectively managed.
What you get to do in this role:
- This individual applies their ITSM expertise throughout the entire DT department. They possess both generalist skills and deep knowledge in ITIL with substantial experience in ITSM ITAM APM and other ServiceNow modules. They are responsible for developing and maintaining IT service management procedures standards and guidelines.
- Drive process definition reengineering improvement and gap analysis of current/tobe processes
- Collaborate with service owners to provide ITSM expertise and leadership for practice areas such as Incident Availability Configuration and Request Management.
- Performance Measurement and Reporting: Analyze ITSM data to identify trends and opportunities reflect them on the DT (CIO level) dashboard and present findings to management and customers.
- Training and Mentoring: Offer guidance and training to DT staff on best practices related to ITSM.
- Mentor team members and share knowledge to enhance problemsolving skills within the organization.
- Customer Focus: Focus on delivering effective DT services to customers and endusers. Prioritize process improvements that significantly impact service delivery and customer satisfaction.
- Continuous Improvement: Regularly evaluate the effectiveness and quality of ITSM processes and make recommendations for improvements. Stay updated with industry trends and ITSM best practices.
- ServiceNow Product Focus: Collaborate with product owners to adopt new functionality and leverage existing functionality.
Qualifications :
To be successful in this role we need someone who has:
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
- Bachelors degree in Information Technology or equivalent experience.
- ITIL V3 or V4 Certification
- A minimum of 10 years related experience working in large global technology functions.
- 5 years of experience coordinating all aspects of ITSM across multiple process/practice areas and activities.
- Strong technical background with a deep proficiency of IT infrastructure and application development.
- Demonstrable experience in availability configuration management and other ITSM areas.
- Experience with data analysis and reporting tools (e.g. ServiceNow Performance Analytics SQL Excel BI tools).
- Experience with ServiceNow products and services.
- Strong understanding of CSDM.
- Excellent analytical and problemsolving skills
- Possess excellent communication skills to convey results to different levels of leadership
- Ability to work under pressure and meet deadlines.
- Ability to work independently and as part of a team.
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
