Operations Engineer
Core
SRE for ITSM Process Governance responsible for improving reliability, effectiveness, compliance, and automation of ITSM processes across Incident, Major Incident, Problem, Change, Event, Knowledge, Request, and Service Operations Management functions.
Role type
Senior IC SRE / Process Engineer (ITSM)
Builds
Automated ITSM workflows, governance frameworks, executive dashboards, and self-healing operational processes.
Domain
IT Service Management (ITSM) / Enterprise Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITSM process governance, ServiceNow platform engineering, ITIL v4, Power BI, Power Automate, process compliance auditing, workflow orchestration, KPI reporting, AI-driven automation design, CMDB management, change management, incident management, problem management, event management, continual service improvement (CSI), process mining.
Preferred skills
ITIL 4 Managing Professional certification, ServiceNow ITSM Implementation Specialist, Microsoft Power BI Certification, experience with GenAI for ITSM, process mining tools.
Technologies
ServiceNow, Power BI, Power Automate, Excel, API Integrations, Process Mining Tools
Responsibilities
Govern enterprise ITSM processes and ensure adherence to approved standards; Develop and maintain ITSM policies, process documentation, SOPs, and governance frameworks; Identify process bottlenecks, risks, and failure points to drive reliability improvements; Design and implement automation opportunities within ITSM workflows to reduce manual effort; Partner with platform teams to improve ServiceNow workflows and governance controls; Develop executive dashboards and governance scorecards to track process KPIs and compliance metrics; Support internal and external audits and monitor process compliance and control effectiveness.
Seniority
Senior, hands-on IC
