ITSM Process Engineer

Team

ServiceNow Digital Technology Operations 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 Staff Analyst works across the enterprise to monitor, evaluate and drive improvement of IT Service Management (ITSM) practices within ServiceNow internal services.

Role

The ServiceNow Staff Analyst, Digital Technology ITSM Governance plays a key role in championing best practices and driving continual process improvements across the Digital Technology organization. They are responsible for developing policies and standards for ITSM, educating practitioners on best practice tools and techniques, and ensuring processes are being effectively managed.

What you get to do in this role:

• Develop and maintain IT service management policies, procedures, and standards.
• Drive process definition, re-engineering, improvement and gap analysis of current/to-be processes
• Ensure adherence with ITSM best practices and industry standards.
• Promote continuous process improvement practices through process metrics/KPIs, dashboards
• Assist in driving global service improvement programs.
• Provide guidance and support to IT service management practitioners.
• Develop and deliver employee training and awareness content

Requirements

• A minimum of 8+ years related experience working in large, global, technology functions.
• A minimum of 5+ years experience with ITIL and ITSM processes
• ITIL v3 or v4 expert level certification.
• Experience developing training and awareness content
• Experience working with ServiceNow products and services.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.

For positions in the Bay Area, we offer a base pay of $106,900 - $187,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.