Sr ITSM Specialist
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Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
JD Senior ITSM Specialist
Job Purpose
As Senior ITSM Specialist you are the process authority within the Digital Ops
Excellence team. You lead the design governance and continuous improvement of
ITSM practices across Nouryons entire Information Management function -
spanning strategy through operations in line with ITIL v4.
Your philosophy is clear: every process should be embedded in tooling every
manual step should be automated and every data point should generate insight
before it becomes a problem. You dont just design processes - you ensure they live
and breathe inside ServiceNow enforced by the tool and measured by outcomes.
Beyond your own process domains you are the primary functional bridge between
process requirements and the engineers who build the solutions. You translate
complex process needs into specifications the Digital Ops Engineering team can act
on and you hold them accountable to what the process actually needs.
You are also a trusted advisor to the Head of Digital Ops Excellence on process
maturity operating model design and ITSM governance - and a coach and mentor
to the ITSM Specialists in your team.
As Senior ITSM Specialist you are the process authority within the Digital Ops
Excellence team. You lead the design governance and continuous improvement of
ITSM practices across Nouryons entire Information Management function -
spanning strategy through operations in line with ITIL v4.
Your philosophy is clear: every process should be embedded in tooling every
manual step should be automated and every data point should generate insight
before it becomes a problem. You dont just design processes - you ensure they live
and breathe inside ServiceNow enforced by the tool and measured by outcomes.
Beyond your own process domains you are the primary functional bridge between
process requirements and the engineers who build the solutions. You translate
complex process needs into specifications the Digital Ops Engineering team can act
on and you hold them accountable to what the process actually needs.
You are also a trusted advisor to the Head of Digital Ops Excellence on process
maturity operating model design and ITSM governance - and a coach and mentor
to the ITSM Specialists in your team.
About the job (Job Responsibilities)
A. Process Leadership & Governance
Lead the design ownership and continuous improvement of assigned ITSM process
domains - e.g. incident problem change request knowledge CMDB or service
reporting - across all of Nouryons Digital Technology function.
Ensure every process is fully embedded in ServiceNow - the tool enforces the
process eliminating reliance on separate documents or manual steps
Define and govern process standards KPIs and compliance criteria across your
process domains.
Drive cross-process alignment - identifying dependencies resolving conflicts and
ensuring end-to-end process coherence.
Own the ITSM process maturity roadmap for your domains and report progress to the
Head of Digital Ops Excellence.
A. Process Leadership & Governance
Lead the design ownership and continuous improvement of assigned ITSM process
domains - e.g. incident problem change request knowledge CMDB or service
reporting - across all of Nouryons Digital Technology function.
Ensure every process is fully embedded in ServiceNow - the tool enforces the
process eliminating reliance on separate documents or manual steps
Define and govern process standards KPIs and compliance criteria across your
process domains.
Drive cross-process alignment - identifying dependencies resolving conflicts and
ensuring end-to-end process coherence.
Own the ITSM process maturity roadmap for your domains and report progress to the
Head of Digital Ops Excellence.
B. CMDB & Configuration Governance
Provide senior oversight of CMDB governance - reviewing CI accuracy data
completeness and CSDM alignment to ensure the standard is met across the team.
Challenge and support the ITSM Specialist (CMDB) when complexity scope or
cross-process impact requires senior judgment.
Ensure CMDB data actively supports incident change and problem processes -
escalating gaps or structural issues to the Head of Digital Ops Excellence
Chair or actively lead the Change Advisory Board (CAB) providing cross-process
authority on change risk and compliance.
C. Analytics Insight & Reporting
Provide senior oversight of the team's analytics and reporting output - ensuring
dashboards and service data tell a coherent accurate story for Digital teams and
leadership
Challenge and support the ITSM Specialist (Reporting) when analysis requires cross-
process interpretation or senior stakeholder engagement
Translate complex service performance trends into strategic recommendations for
the Head of Digital Ops Excellence
Ensure data signals drive improvement actions across process domains - not just
within the reporting function.
D. Functional Bridge to Engineering
Act as the primary functional authority for translating process and business
requirements into specifications that Digital Ops Engineers can build from.
Lead the functional design of complex integrations and automation flows - defining
data flows triggers business rules and expected outcomes.
Contribute to the functional specification of API connections between ServiceNow
and adjacent platforms (Entra ID Active Directory HR systems monitoring tooling).
Validate delivered engineering solutions against process requirements and
acceptance criteria - ensure what is built matches what the process needs.
E. AI & Automation Leadership
Champion AI-first ways of working within your ITSM process domains - drive
adoption of ServiceNow Now Assist Predictive Intelligence and Virtual Agent.
Govern how AI features are configured measured and continuously improved within
your process scope.
Evaluate emerging AI capabilities within ServiceNow and Microsoft 365 making
adoption recommendations to the Head of Digital Ops Excellence.
Ensure automation is the default: if a process step is repeated it should be
automated; if a workflow can enforce a process it will.
Provide senior oversight of CMDB governance - reviewing CI accuracy data
completeness and CSDM alignment to ensure the standard is met across the team.
Challenge and support the ITSM Specialist (CMDB) when complexity scope or
cross-process impact requires senior judgment.
Ensure CMDB data actively supports incident change and problem processes -
escalating gaps or structural issues to the Head of Digital Ops Excellence
Chair or actively lead the Change Advisory Board (CAB) providing cross-process
authority on change risk and compliance.
C. Analytics Insight & Reporting
Provide senior oversight of the team's analytics and reporting output - ensuring
dashboards and service data tell a coherent accurate story for Digital teams and
leadership
Challenge and support the ITSM Specialist (Reporting) when analysis requires cross-
process interpretation or senior stakeholder engagement
Translate complex service performance trends into strategic recommendations for
the Head of Digital Ops Excellence
Ensure data signals drive improvement actions across process domains - not just
within the reporting function.
D. Functional Bridge to Engineering
Act as the primary functional authority for translating process and business
requirements into specifications that Digital Ops Engineers can build from.
Lead the functional design of complex integrations and automation flows - defining
data flows triggers business rules and expected outcomes.
Contribute to the functional specification of API connections between ServiceNow
and adjacent platforms (Entra ID Active Directory HR systems monitoring tooling).
Validate delivered engineering solutions against process requirements and
acceptance criteria - ensure what is built matches what the process needs.
E. AI & Automation Leadership
Champion AI-first ways of working within your ITSM process domains - drive
adoption of ServiceNow Now Assist Predictive Intelligence and Virtual Agent.
Govern how AI features are configured measured and continuously improved within
your process scope.
Evaluate emerging AI capabilities within ServiceNow and Microsoft 365 making
adoption recommendations to the Head of Digital Ops Excellence.
Ensure automation is the default: if a process step is repeated it should be
automated; if a workflow can enforce a process it will.
F. Team Development & Knowledge Leadership
Coach and guide ITSM Specialists within the team - sharing process expertise
reviewing their work and supporting their development.
Coach and guide ITSM Specialists within the team - sharing process expertise
reviewing their work and supporting their development.
Act as the go-to process authority for colleagues across Digital Technology who need
guidance on ITSM practices ServiceNow process configuration or service data
interpretation.
Contribute to the Digital Ops Excellence knowledge base - documenting decisions
patterns and lessons learned so institutional knowledge is retained and shared.
G. Operating Model & Strategic Contribution
Contribute to the design and evolution of Nouryons Digital Technology operating
model in collaboration with the Head of Digital Ops Excellence.
Provide input on ITSM process maturity assessments tooling strategy and the
Digital Ops Excellence capability roadmap.
Act as a credible data-informed voice in governance forums and cross-functional
discussions where ITSM process quality and adherence are at stake.
guidance on ITSM practices ServiceNow process configuration or service data
interpretation.
Contribute to the Digital Ops Excellence knowledge base - documenting decisions
patterns and lessons learned so institutional knowledge is retained and shared.
G. Operating Model & Strategic Contribution
Contribute to the design and evolution of Nouryons Digital Technology operating
model in collaboration with the Head of Digital Ops Excellence.
Provide input on ITSM process maturity assessments tooling strategy and the
Digital Ops Excellence capability roadmap.
Act as a credible data-informed voice in governance forums and cross-functional
discussions where ITSM process quality and adherence are at stake.
We believe you bring (Education & Experience)
Bachelor's degree in Computer Science Software Engineering Information Systems
Data Engineering or a closely related technical discipline.
Master's degree in Computer Science Data Science or Information Management is
preferred.
8 years of experience in IT service management.
3 years (in a role with direct ITSM process ownership or governance responsibility)
6 years of experience in IT service management.
6 years of experience in IT service management.
Competencies:
ITSM process authority and governance mindset.
Analytical thinking and data-driven decision making.
Stakeholder influence - able to engage engineers peers and senior leadership
credibly Continuous improvement orientation - Lean or Six Sigma thinking.
Cross-functional collaboration in a global multicultural environment.
Coaching and knowledge transfer.
Structured communication - written and verbal in English.
Bachelor's degree in Computer Science Software Engineering Information Systems
Data Engineering or a closely related technical discipline.
Master's degree in Computer Science Data Science or Information Management is
preferred.
8 years of experience in IT service management.
3 years (in a role with direct ITSM process ownership or governance responsibility)
6 years of experience in IT service management.
6 years of experience in IT service management.
Competencies:
ITSM process authority and governance mindset.
Analytical thinking and data-driven decision making.
Stakeholder influence - able to engage engineers peers and senior leadership
credibly Continuous improvement orientation - Lean or Six Sigma thinking.
Cross-functional collaboration in a global multicultural environment.
Coaching and knowledge transfer.
Structured communication - written and verbal in English.
Skills:
ITSM process design and governance - incident problem change request
knowledge.
ITSM process design and governance - incident problem change request
knowledge.
ServiceNow - process configuration workflow design reporting.
Service data analysis and performance reporting. ServiceNow CMDB and Flow
Designer.
Functional understanding of REST APIs and enterprise integrations.
AI features within ServiceNow - Now Assist Predictive Intelligence Virtual Agent.
Service data analysis and performance reporting. ServiceNow CMDB and Flow
Designer.
Functional understanding of REST APIs and enterprise integrations.
AI features within ServiceNow - Now Assist Predictive Intelligence Virtual Agent.
