ITSM & Knowledge Lead — ServiceNow, Backlog & KPIs

Universal Music Group; Los Angeles (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with vesting

Flexible PTO

Summer Fridays

Parental leave

Student loan assistance

Wellbeing reimbursements

Job summary

Universal Music Group is seeking a Senior Engineer, ITSM & Knowledge Lead to own ITSM/backlog and knowledge governance. You will drive process improvements, define success metrics, and ensure high-quality knowledge content across a globally distributed ServiceNow team.

You will partner with platform leadership, operations, and domain owners to deliver measurable ITSM outcomes while aligning with release cadences across time zones.

Qualifications

• Solid ITIL/ITSM understanding with enterprise reporting experience.
• Knowledge governance and lifecycle management capabilities.
• Ability to translate pain points into structured backlogs and KPIs.

Responsibilities

• Own ITSM and knowledge stakeholder relationships, backlog, and KPIs.
• Lead ITSM process improvement across incident, request, problem, and change; define reporting.
• Govern Knowledge Base standards, lifecycle, quality controls, and deflection strategy.
• Collaborate with global teams to reduce noise and automate recurring work.

Skills

ITIL/ITSM expertise

Stakeholder management

Process improvement

Backlog & KPIs

Knowledge governance

Tools

ServiceNow

Job description

Universal Music Group is seeking a Senior Engineer, ITSM & Knowledge Lead to own ITSM/backlog and knowledge governance. You will drive process improvements, define success metrics, and ensure high-quality knowledge content across a globally distributed ServiceNow team.

You will partner with platform leadership, operations, and domain owners to deliver measurable ITSM outcomes while aligning with release cadences across time zones.