IT Process Manager: ServiceNow & IT Infrastructure

Five Rivers IT; Lauderdale (LA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Five Rivers IT is seeking a Process Manager to design, standardize, and govern IT operational processes across ITSM, ITAM/CMDB, security operations, and vendor technology ecosystems. You will align ServiceNow as the system of record with Dell, Cisco, and Palo Alto Networks teams, driving process consistency and performance.

You will lead process workshops, document SOPs, and ensure CMDB accuracy while overseeing incident, change, request, asset, and problem management workflows.

Qualifications

• 5+ years in IT process management/ITSM within a large enterprise or utility/regulated environment.
• Hands-on experience with ServiceNow ITSM modules and familiarity with ITAM/CMDB.
• Strong ITIL framework knowledge; ITIL Foundation certification preferred.
• Proven ability to facilitate cross-functional process design and improvements with technical and non-technical stakeholders.
• Excellent documentation and stakeholder management skills.

Responsibilities

• Own and continuously improve ITSM process areas (Incident, Problem, Change, Request, Asset) in ServiceNow per ITIL best practices.
• Collaborate with infrastructure and network teams to document Dell hardware/endpoint lifecycle in ServiceNow ITAM.
• Establish and maintain change/configuration management for Cisco networking, ensuring CMDB accuracy and change governance.
• Design and enforce security-related operational processes with security team for Palo Alto Networks firewall and incident workflows.
• Serve as process owner/SME across cross-functional teams; lead workshops and gap analyses.
• Develop process documentation, workflow diagrams, RACI matrices and SOPs for governed processes.

Skills

ServiceNow ITSM

ITIL framework

Process governance

Stakeholder management

Documentation

Cross-functional facilitation

Education

Bachelor's degree in Information Technology, Business, or related field

Tools

ServiceNow ITAM/CMDB

CAB processes

Job description

Five Rivers IT is seeking a Process Manager to design, standardize, and govern IT operational processes across ITSM, ITAM/CMDB, security operations, and vendor technology ecosystems. You will align ServiceNow as the system of record with Dell, Cisco, and Palo Alto Networks teams, driving process consistency and performance.

You will lead process workshops, document SOPs, and ensure CMDB accuracy while overseeing incident, change, request, asset, and problem management workflows.