Senior Engineer, ITSM & Knowledge Lead
Core
Own ITSM and knowledge stakeholder relationships, backlog, and KPIs to drive process improvements and operational reporting.
Role type
Senior ITSM & Knowledge Lead (ServiceNow)
Builds
ITSM processes (incident, request, problem, change) and ServiceNow Knowledge Base content
Domain
IT Service Management / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Stakeholder management, ITIL/ITSM process improvement, Knowledge management governance, Backlog prioritization, UAT sign-off, Global team coordination
Preferred skills
None stated
Technologies
ServiceNow
Responsibilities
Own ITSM process improvement across incident, request, problem, and change; define reporting and success measures; Own Knowledge Base governance: content standards, lifecycle controls, and deflection strategy; Drive prioritisation, requirements, and UAT sign-off for ITSM/knowledge enhancements; Partner with operations and platform teams to reduce noise and automate recurring work
Seniority
Senior, hands-on IC
