Job Title:  Manager | ITSM Process Lead | Engineering

We are seeking a dynamic and experienced ITSM Process Lead to join our team. In this role, you will be responsible for managing and optimizing IT Service Management (ITSM) processes within the organization, leveraging ServiceNow as the primary platform. You will collaborate with cross-functional teams to ensure alignment between IT services, business needs, and customer satisfaction, and drive continuous improvement within the ITSM lifecycle.

The ideal candidate will have a deep understanding of ITIL best practices, hands-on experience with ServiceNow, and a proven track record of managing ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management.

Key Responsibilities

• Process Ownership & Improvement:
• Own and manage key ITSM processes, including but not limited to Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management.
• Analyze current ITSM processes and recommend improvements to increase efficiency, streamline workflows, and enhance customer satisfaction.
• Implement and enforce ITIL best practices across the ITSM processes and ensure processes are aligned with business goals.
• ServiceNow Platform Management:
• Lead the design, configuration, and implementation of ITSM workflows in ServiceNow.
• Work closely with technical teams to customize and optimize the ServiceNow platform to meet business requirements.
• Act as the subject matter expert (SME) for ServiceNow ITSM modules, including Incident, Problem, Change, and Request Management.
• Cross-Functional Collaboration:
• Collaborate with IT teams, business units, and vendors to ensure that ITSM processes align with organizational needs and are continuously improved.
• Serve as a liaison between business stakeholders and technical teams to prioritize process improvements and align service delivery expectations.
• Metrics & Reporting:
• Define key performance indicators (KPIs) and service level agreements (SLAs) for ITSM processes.
• Develop and deliver regular reports and dashboards on process performance, service quality, and continuous improvement initiatives.
• Track and analyze incident, problem, and change trends to identify opportunities for proactive service management.
• Training & Support:
• Provide training and support to IT teams and end-users on ITSM processes and ServiceNow functionality.
• Ensure users are adhering to ITSM policies and best practices by conducting periodic audits and feedback sessions.
• Incident & Problem Resolution:
• Assist in the management and resolution of high-priority incidents and problems, ensuring root cause analysis and corrective actions are implemented.
• Lead post-incident reviews and problem-solving initiatives to reduce recurring issues.

Qualifications

• Education & Certifications:
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• ITIL Foundation certification (ITIL v3 or ITIL 4) is preferable. Advanced ITIL certifications (e.g., ITIL Expert, ITIL Service Manager) are a plus.
• ServiceNow certifications (e.g., Certified Implementation Specialist, Certified Application Developer) preferred.
• Experience:
• 6-8 years of experience in IT Service Management (ITSM), with at least 3 years of hands-on experience working with ServiceNow.
• Proven track record of implementing and managing ITSM processes such as Incident, Problem, Change, and Service Request Management.
• Strong knowledge of ITIL best practices and the ability to apply them to drive service improvement initiatives.
• Experience in managing cross-functional teams and leading process improvement projects.
• Technical Skills:
• Hands-on experience with ServiceNow ITSM modules, including Incident, Problem, Change, and Request Management.
• Familiarity with ServiceNow reporting, dashboards, and performance analytics.
• Strong understanding of ITSM tools, workflows, and automation.
• Experience with ServiceNow Service Portal, Knowledge Management, and CMDB is a plus.