ITIL Service Management Senior

The ITIL Service Management Senior role leads the strategy, governance, design, and continuous improvement of Change Management and Service Catalog Management within the ServiceNow platform. The position ensures changes are well-controlled and low-risk while maintaining an accurate, user-friendly service catalog that supports efficient IT service delivery across the organization.

This role heavily collaborates with infrastructure, application, security, operations, business teams, and managed service providers to deliver mature, optimized, and compliant ITSM processes aligned with ITIL and ServiceNow best practices., Change Management

• Develop and govern the Change Management strategy, policies, and maturity roadmap.
• Lead or participate in CAB meetings.
• Ensure alignment with ITIL/ServiceNow standards and guide MSP teams.

Service Catalog Management

• Own the strategy and lifecycle of the enterprise Service Catalog.
• Define catalog structure, workflows, request models, and fulfillment processes.
• Maintain accurate, intuitive catalog content with service owners.

Process Optimization

• Continuously improve change and catalog workflows.
• Ensure alignment with Incident, Problem, CMDB/CSDM, Asset, Release, and Request Fulfillment processes.

ServiceNow Platform Leadership

• Oversee configuration, automation, templates, and risk/impact models.
• Partner with developers and architects to implement enhancements.

Metrics & Compliance

• Develop dashboards and KPIs (e.g., change success rate, catalog cycle times).
• Provide executive reporting.
• Support audits and ensure compliance with internal and regulatory controls.

Stakeholder Engagement

• Train and coach teams.
• Serve as SME for Change Management and the Service Catalog.
• Collaborate with MSPs for consistent service delivery.

• Bachelor's degree or equivalent experience.
• 5+ years ITSM work experience.
• 3+ years hands-on with ServiceNow (Change Mgmt & Service Catalog).
• Strong ITIL knowledge and experience with workflows, automation, Flow Designer, RACI, and service fulfillment.
• Understanding of infrastructure, cloud, application, and DevOps environments.
• Strong understanding of operational dependencies across infrastructure, cloud, application, and DevOps environments.

Preferred Qualifications

• ITIL v3 or ITIL 4 Certification.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow CIS - ITSM or CIS - Change Management.
• Experience managing enterprise or global-scale Change and Catalog processes.
• Experience with Agile, DevOps, CI/CD pipelines, and release automation.

We offer a comprehensive total rewards package designed to support you both at work and at home. Full-time and part-time associates working 30 or more hours per week are generally eligible for benefits, including but not limited to:

• Medical & prescription, dental, vision insurance
• Health Savings Account & Flexible Spending Accounts
• Paid Time Off
• 10 weeks 100% paid parental leave (after completing 12 months of employment)
• 401(k) Plan with company match
• Pension Plan
• Company paid life & disability insurance
• Wellness Program & Company paid employee assistance program
• Clinic access subject to location* (*Indianapolis, Charlotte, Cincinnati)

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!, If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York. Selected employees must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Disclaimer: American United Life Insurance Company ("OneAmerica Financial") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally recognized protected basis under federal, state, or local law. For all positions: Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered. To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.