ITSM Process Leader | ITIL/ServiceNow Expert | Hybrid

iSpace, Inc.; Los Angeles (CA); Hybrid; USD 96,000 - 152,000; Part time

Job summary

iSpace, Inc. is seeking an ITSM Process Owner to define, implement and govern ITIL-based ITSM processes across the organization.

You will leverage ServiceNow to enable incident, change, problem, and request management, with self-service and automation to improve user experience. Responsibilities include establishing a CMDB integrated with ITSM workflows, developing knowledge and dashboards, and driving continual service improvement with measurable metrics.

Qualifications

• Expert knowledge of ITIL framework and transformation/operational ITSM.
• Experience designing and managing ITSM processes in ServiceNow with automation and self-service.
• Strong governance, process management and stakeholder engagement skills.

Responsibilities

• Define and govern ITIL processes (Incident, Change, Problem, Service Request).
• Collaborate with technology teams to build catalogs and performance metrics.
• Monitor SLAs, drive improvements and reduce risk across ITSM.
• Establish CMDB integration with ITSM processes and oversee governance.

Skills

ITIL expertise

ServiceNow ITSM

Process governance

Stakeholder management

Data analytics

Tools

ServiceNow

Job description

iSpace, Inc. is seeking an ITSM Process Owner to define, implement and govern ITIL-based ITSM processes across the organization.

You will leverage ServiceNow to enable incident, change, problem, and request management, with self-service and automation to improve user experience. Responsibilities include establishing a CMDB integrated with ITSM workflows, developing knowledge and dashboards, and driving continual service improvement with measurable metrics.