IT Process Architect: ServiceNow & ITIL Governance

Five Rivers IT, Inc; Fort Lauderdale (FL); Ibrido; USD 100.000 - 140.000; Tempo pieno

Descrizione del lavoro

Five Rivers IT, Inc. seeks a Process Manager to design, standardize, and govern IT operational processes across ITSM, ITAM, and security stacks.

You will coordinate with Dell, Cisco, and Palo Alto teams, ensuring process definitions, documentation, and enforcement across platforms. Responsibilities include leading process workshops, maintaining CMDB accuracy, and aligning governance with ITIL best practices.

Competenze

• 5+ years in IT process management or IT service delivery.
• Hands-on ServiceNow experience (ITSM/ITAM/ITOM) and CMDB knowledge.
• Strong ITIL framework understanding; ITIL Foundation preferred.
• Bachelor's degree in IT, Business, or related field.
• Proven cross-functional facilitation with technical and non-technical stakeholders.

Mansioni

• Own and improve ITSM processes (Incident, Problem, Change, Request, Asset) in ServiceNow.
• Collaborate with infrastructure, networking, and security teams to document lifecycle processes.
• Maintain CMDB accuracy and governance for network and security domains.
• Lead process workshops and gap analyses with cross-functional teams.
• Develop SOPs, workflow diagrams, and RACI matrices.
• Monitor KPIs/SLAs and drive corrective actions.
• Support ServiceNow governance, including module rollouts and integrations.
• Assist audits/compliance reviews (NERC/CIP or internal controls) as applicable.
• Provide training and guidance to staff to ensure adoption.
• Travel as needed for cross-site alignment.

Conoscenze

ServiceNow ITSM

ITIL processes

Process governance

Stakeholder mgmt

Cross-functional facilitation

Formazione

Bachelor's degree

Strumenti

CMDB

Descrizione del lavoro

Five Rivers IT, Inc. seeks a Process Manager to design, standardize, and govern IT operational processes across ITSM, ITAM, and security stacks.

You will coordinate with Dell, Cisco, and Palo Alto teams, ensuring process definitions, documentation, and enforcement across platforms. Responsibilities include leading process workshops, maintaining CMDB accuracy, and aligning governance with ITIL best practices.