ServiceNow ITSM Process and Governance Manager

• Facilitate workshops, process reviews, and stakeholder meetings to understand local business needs, align them with enterprise objectives, translate them into ServiceNow processes and workflows, and clearly communicate related decisions, changes, and expectations.
• Evaluate enhancement requests and customizations for process compliance and use standard ServiceNow capabilities where practical.
• Partner with stakeholders, IT teams, and ServiceNow development resources to ensure new and existing processes are practical, consistent, measurable, and supported by platform configuration.
• Partner with security, compliance, and audit stakeholders to ensure ITSM processes align with applicable cybersecurity, data protection, and export control requirements, and support internal and external audit activities.
• Lead the ServiceNow release management lifecycle, overseeing platform upgrades, feature deployments, and platform governance to ensure seamless implementation, minimal business disruption, and continued alignment with organizational standards.
• Provide governance oversight of service desk and command center ITSM vendor process execution to ensure day-to-day operations remain aligned with governance standards, process controls, and SLA commitments under the managed services agreement.
• Analyze ITSM metrics, KPIs, SLAs, reports, and trends to drive continual service improvement, automation, workflow optimization, audit readiness, and compliance reviews.
• Develop process documentation, work instructions, governance materials, training content, and awareness programs.
• Define and improve Incident Management practices, including ticket handling, prioritization, escalations, major incident reviews, and restoration procedures.
• Strengthen Problem Management through root cause analysis, known error practices, corrective actions, and prevention of recurring incidents.
• Govern Change Management through CAB facilitation, risk and quality review, approval controls, communication, and documentation.
• Standardize Request Management intake, approvals, fulfillment models, catalog design, and user experience.
• Manage Service Catalog governance, including item definition, fulfillment ownership, approvals, service levels, and lifecycle practices.
• Advance Knowledge Management standards for article ownership, quality, review cycles, publication, and adoption.

• Bachelor’’s degree in Information Technology, Business Administration, Information Systems, or related field.
• 7+ years of experience in IT Service Management, process governance, or related disciplines, including the ability to support or lead ITIL-aligned process development in an enterprise environment.
• 3+ years of hands-on experience developing and maintaining ITIL processes within ServiceNow.
• Mastery of ITIL principles, service management best practices, process documentation, workflows, and operating standards.
• Experience facilitating stakeholder workshops, process reviews, governance meetings, and improvement initiatives.

PREFERRED SKILLS:

• Experience supporting ServiceNow ITSM deployments and implementations, chairing CABs or similar forums, analyzing KPI/SLA reporting, and managing organizational change.
• Experience in large, decentralized, multi-business-unit organizations.
• Certifications such as ITIL Foundation or higher, ServiceNow CSA, ServiceNow CIS-ITSM, Lean Six Sigma, Prosci Change Management, or equivalent credentials.

OTHER SKILLS & COMPETENCIES:

• Strong analytical, organizational, problem-solving, documentation, reporting, stakeholder management, and communication skills.
• Ability to work effectively with technical and non-technical stakeholders.
• Demonstrated ability and willingness to use AI tools to improve productivity, decision-marking, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.