ITSM Demand Manager

Global Roles; Roma; On-site; EUR 60,000 - 90,000; Full time

Job summary

Global Roles is seeking an ITSM Demand Manager in Rome to align business needs with IT delivery, focusing on ServiceNow ITSM and related tools. You will coordinate backlogs, drive prioritization, and support adoption across the Technology Division.

The role emphasizes collaboration with business partners, TEC stakeholders, and support teams to improve service performance and governance. Strong communication and change management skills are essential here.

Qualifications

• University degree in CS, business, economics or IR.
• 4+ years in operations or similar with business users.
• Fluency in English (oral and written).
• Excellent communication and interpersonal skills.

Responsibilities

• Coordinate demand intake related to ServiceNow ITSM.
• Develop and maintain the ServiceNow product roadmap.
• Evaluate, consolidate, and prioritize functional requirements.
• Create and manage product backlogs per Scrum.
• Engage TEC stakeholders and promote product adoption.
• Produce reports and insights for decision-making.
• Support Organizational Change Management across the org.

Skills

Business and IT strategy

Microsoft Office Suite

Windows

Database Management

EasyVista Service Manager

ITIL Fundamental V4

ServiceNow Certified System Admin

Technical Project Management

Business Process Analysis

Demand Management

Product Backlog Coordination

Service Management

Product Adoption

Continual Improvement

Education

University Degree in Computer Science, Business Administration, Economics or International Relations

Tools

EasyVista Service Manager

SQL databases

Windows

Job description

The ITSM Demand Manager is responsible for aligning business needs with IT delivery by managing the intake, evaluation, and prioritization of demands related to ServiceNow ITSM and other global service management tools. The role involves coordinating product backlogs, fostering collaboration, and supporting product adoption and continuous improvement within the Technology Division.

Responsibilities

• Manage and coordinate demand intake related to ServiceNow ITSM, including new features, improvements, and service requests.
• Contribute to the development and maintenance of the ServiceNow product roadmap, including UX and backend system enhancements.
• Evaluate, consolidate, and prioritize functional requirements and business demands in alignment with strategic priorities, the product roadmap, and resource capacity.
• Ensure proper tracking and governance of product demand within ServiceNow ITSM, maintaining visibility of the demand pipeline and supporting prioritization processes.
• Create and manage product backlogs in line with Scrum best practices, ensuring clear requirements and alignment between business needs and technical implementation.
• Maintain strong engagement with customers and TEC stakeholders by acting as a bridge between support teams, business partners, and product teams.
• Coordinate activities related to product adoption such as communication, user guidance, and engagement initiatives, included through the organization of steering committees.
• Identify opportunities and recommend improvements to products and related services by analyzing service performance, usage data, and operational metrics.
• Provide reports and analytical insights to management to support decision-making and product improvements.
• Evaluate customer satisfaction through continuous feedback and incorporate insights into product enhancements.
• Foster collaboration across teams to promote service adoption and continuous improvement.
• Develop training frameworks for products in the portfolio.
• Produce communication materials aligned with TEC’s communication strategy to support product adoption and awareness.
• Contribute to Knowledge Management initiatives and support the TEC KM action plan within the branch and division.
• Promote Organizational Change Management practices across the organization to support the successful adoption of product changes and new capabilities.
• Support and coordinate activities during the Business-As-Usual phase of the product lifecycle.
• Coordinate Product Management activities for the Global Service Management Tools EasyVista & ITSM, ensuring alignment with organizational objectives and TEC strategy.
• Support the EasyVista team’s activities while promoting the Product Management strategy and contributing to its continuous evolution and maturity.

Requirements

• University Degree in Computer Science, Business Administration, Economics or International Relations.
• 4+ years of experience in operations or similar environments collaborating with business users, preferably in large international organizations.
• Excellent communication and interpersonal skills.
• Good organizational skills and high level of attention to details.
• Business & IT strategy experience.
• Intermediate to advanced knowledge of Microsoft Office tools.
• Basic knowledge of IT including experience of using Windows and Databases.
• Knowledge and experience with EasyVista Service Manager is highly desirable.
• ITIL Fundamental V4 certification is highly desirable.
• ServiceNow Certified System Administrator (CSA), Technical Project Manager or/and Business Process Analyst knowledge is mandatory.
• Fluency in oral and written English is essential.
• Intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable.

Skills

• Business and IT strategy
• Microsoft Office Suite
• Windows
• Database Management
• EasyVista Service Manager
• ITIL Fundamental V4
• ServiceNow Certified System Administrator
• Technical Project Management
• Business Process Analysis
• Demand Management
• Product Backlog Coordination
• Service Management
• Product Adoption
• Continual Improvement

Languages

English, Arabic, Chinese, French, Russian, Spanish, Portuguese