Job Description

• Act as the primary point of contact for ITSM-related processes and ServiceNow ITSM functionality.
• Engage with IT teams, business units, and leadership to understand requirements and ensure ITSM processes meet organizational needs.
• Provide training, documentation, and guidance to users and stakeholders on ITSM processes and best practices.
Required Qualifications:
Experience & Skills
• 10+ years of experience in ServiceNow Platform with 7+ years in IT Service Management (ITSM) processes and governance.
• 5+ years of hands-on experience with ServiceNow ITSM (configuration, implementation, and optimization).
• Strong knowledge of ITIL framework and ITSM best practices.
• Experience in defining, optimizing, and automating ITSM processes using ServiceNow.
• Proven ability to analyze ITSM metrics, KPIs, and dashboards for continuous process improvement.
• Strong project management and stakeholder management skills.
• Experience in integrating ServiceNow ITSM with other IT systems (e.g., monitoring tools, CMDB, ITOM, and third-party applications). Soft Skills & Work Environment.
• Excellent communication and leadership skills to drive process adoption and collaboration.
• Ability to work in a fast-paced, cross-functional environment.
• Strong analytical and problem-solving skills to assess ITSM effectiveness.
Preferred Certifications:
• ITIL v4 Foundation or higher (ITIL Managing Professional, ITIL Strategic Leader preferred).
• ServiceNow Certified System Administrator (CSA).
• ServiceNow ITSM Implementation Specialist certification (CIS ITSM)