Senior ServiceNow ITSM Practitioner
Core
Drive ITSM process maturity across a large, multi-entity enterprise by owning the design, governance, and continuous improvement of Incident, Problem, and Change Management practices.
Role type
Senior ServiceNow ITSM Practitioner
Builds
Scalable ITSM workflows, automation initiatives, and governance frameworks for Incident, Problem, and Change Management.
Domain
IT Service Management (ITSM) / Enterprise Technology
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow platform configuration, ITIL 4 process design, ITSM automation (Flow Designer, Integration Hub), CMDB data architecture, stakeholder engagement, process maturity assessment, AI-assisted triage governance, access control design, root-cause analysis, business case development.
Preferred skills
Insurance or financial services industry experience, IT Asset Management platform knowledge, Major Incident Manager or Problem Manager experience, Now Assist configuration.
Technologies
ServiceNow, Flow Designer, Integration Hub, Now Assist, CSDM, Performance Analytics.
Responsibilities
Own end-to-end design and continuous improvement of Incident, Problem, and Change Management workflows; define and track ITSM maturity metrics; lead root-cause analysis and translate findings into Problem Management initiatives; identify and execute automation opportunities; partner with CMDB and Discovery teams on data requirements; establish governance guardrails for AI adoption.
Seniority
Senior, hands-on IC
