ITSM Process Lead: ServiceNow & Infra Governance

Five Rivers IT, Inc.; United States; Hybrid; USD 94,000 - 140,000; Full time

Job summary

Five Rivers IT, Inc. is seeking a Process Manager to design, standardize, and govern IT operational processes across ITSM, hardware lifecycle, network, and security domains.

The role emphasizes alignment of ServiceNow as the system of record with underlying technology teams, ensuring consistent incident, change, asset, and security workflows. You will lead process governance, workshops, and documentation, while monitoring KPIs and driving improvements across Dell, Cisco, and Palo Alto networks.

Qualifications

• 5+ years of IT process management, ITSM, or IT service delivery in a large enterprise or regulated environment.
• Hands-on experience with ServiceNow ITSM modules and familiarity with ITAM/CMDB.
• Strong understanding of ITIL and process governance; ITIL Foundation preferred.
• Proven ability to facilitate cross-functional process design with technical and non-technical stakeholders.
• Excellent documentation, communication, and stakeholder management skills.
• Bachelor's degree in IT, Business, or related field (or equivalent experience).

Responsibilities

• Own and improve ITSM processes (Incident, Problem, Change, Request, Asset) within ServiceNow.
• Document and govern Dell hardware/endpoint lifecycle processes within ITAM.
• Maintain change and configuration management processes for Cisco networking infrastructure.
• Coordinate security operations processes for Palo Alto Networks environments.
• Lead process workshops, gap analyses, and continuous improvement initiatives.
• Create and maintain SOPs, workflow diagrams, and RACI matrices.
• Monitor KPIs/SLAs and drive corrective action on performance gaps.
• Support ServiceNow governance including module rollouts and vendor tool integrations.
• Assist audits/compliance reviews related to IT processes (e.g., NERC/CIP as applicable).
• Provide training and guidance to technical teams and service desk staff.

Skills

IT process management

ITSM

IT governance

Stakeholder management

Documentation

Cross-functional facilitation

ITIL framework

Education

Bachelor's degree or equivalent

Tools

ServiceNow

ITAM/CMDB

Dell hardware

Cisco networking

Palo Alto Networks security

Job description

Five Rivers IT, Inc. is seeking a Process Manager to design, standardize, and govern IT operational processes across ITSM, hardware lifecycle, network, and security domains.

The role emphasizes alignment of ServiceNow as the system of record with underlying technology teams, ensuring consistent incident, change, asset, and security workflows. You will lead process governance, workshops, and documentation, while monitoring KPIs and driving improvements across Dell, Cisco, and Palo Alto networks.