Business Process Manager Sr.
Core
Drive strategy, governance, and modernization of Incident and Problem Management processes and ServiceNow capabilities to enhance service reliability and operational resilience.
Role type
Senior Business Process Manager (ITSM)
Builds
Enterprise Incident and Problem Management processes, ServiceNow product enhancements, and integrated operational workflows
Domain
IT Service Management (ITSM), Incident Management, Problem Management, ServiceNow
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITSM process expertise, ServiceNow knowledge, business analysis, process optimization, stakeholder engagement, vendor management, root cause analysis, governance, reporting, integration management
Preferred skills
None stated
Technologies
ServiceNow, APIs, web services, middleware, cloud-based platforms, AIOps platforms
Responsibilities
Maintain and improve enterprise ITSM processes, policies, and operating models; Define and prioritize ServiceNow product enhancements and modernization objectives; Support Service Mapping and CMDB enablement for service visibility; Manage integrations and automation for incident workflows; Coordinate Statements of Work and vendor deliverables; Perform trend analysis and root cause analysis for incident reduction; Develop metrics, dashboards, and leadership reporting for process maturity
Seniority
Senior, hands-on IC
