Staff ServiceNow ITSM Process Engineer

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Team

ServiceNow Digital Business Services Experience (DBSx) is a team of talented and energetic individuals. They are responsible for the design, build, support, and operation of our critical internal business services. The Senior Analyst works across the entire enterprise to monitor, evaluate and drive improvement of IT Service Management (ITSM) practices within ServiceNow internal services.

The ServiceNow Senior ITSM Process Engineer plays a pivotal role in advancing our service management goals across the Digital Technology organization.  They are responsible for developing standards and guidelines for ITSM practices, educating practitioners on best practice tools and techniques, and ensuring processes are being effectively managed.

 What you get to do in this role: 

• This individual applies their ITSM expertise throughout the entire DT department. They possess both generalist skills and deep knowledge in ITIL, with substantial experience in ITSM, ITAM, APM, and other ServiceNow modules. They are responsible for developing and maintaining IT service management procedures, standards, and guidelines. 
• Drive process definition, re-engineering, improvement and gap analysis of current/to-be processes 
• Collaborate with service owners to provide ITSM expertise and leadership for practice areas such as Incident, Availability, Configuration, and Request Management. 
• Performance Measurement and Reporting: Analyze ITSM data to identify trends and opportunities, reflect them on the DT (CIO level) dashboard, and present findings to management and customers. 
• Training and Mentoring: Offer guidance and training to DT staff on best practices related to ITSM. 
• Mentor team members and share knowledge to enhance problem-solving skills within the organization. 
• Customer Focus: Focus on delivering effective DT services to customers and end-users. Prioritize process improvements that significantly impact service delivery and customer satisfaction. 
• Continuous Improvement: Regularly evaluate the effectiveness and quality of ITSM processes and make recommendations for improvements. Stay updated with industry trends and ITSM best practices. 
• ServiceNow Product Focus: Collaborate with product owners to adopt new functionality and leverage existing functionality. 

To be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Bachelor's degree in Information Technology or equivalent experience.
• ITIL V3 or V4 Certification
• A minimum of 10+ years related experience working in large, global, technology functions.  
• 5+ years of experience coordinating all aspects of ITSM across multiple process/practice areas and activities.
• Strong technical background with a deep proficiency of IT infrastructure and application development.
• Demonstrable experience in availability, configuration management and other ITSM areas.
• Experience with data analysis and reporting tools (e.g., ServiceNow Performance Analytics, SQL, Excel, BI tools).
• Experience with ServiceNow products and services. 
• Strong understanding of CSDM.
• Excellent analytical and problem-solving skills
• Possess excellent communication skills to convey results to different levels of leadership
• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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