ITSM Process Manager & Owner (ITIL/ServiceNow)

Acuity; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

Acuity Inc. in Atlanta, GA seeks an ITSM Process Manager to own end-to-end ITSM processes and drive governance aligned to ITIL best practices.

This role blends hands-on process management with designated process ownership, ensuring adoption, measurement, and continuous improvement across Incident, Problem, Change, and CMDB domains. You'll partner with IT and business leaders to deliver CSI initiatives, maintain process documentation, and ensure compliance, performance, and data quality while

Qualifications

• 5+ years in ITSM, IT operations, or ServiceNow environments.
• Experience driving process adoption and governance.
• Strong collaboration with technical, business, and leadership stakeholders.
• Familiarity with CSI initiatives and KPIs.

Responsibilities

• Define vision, objectives, and success measures for ITSM processes.
• Sponsor and prioritize continual service improvement initiatives.
• Ensure processes align with ITIL best practices and policies.
• Manage day-to-day execution and ensure operational stability and measurable performance.
• Act as primary operational point of contact for process questions and escalations.
• Monitor KPIs, SLAs, and trends to identify improvement opportunities.
• Coordinate with ServiceNow Product Owners and Platform teams to align tools with processes.
• Lead process training and adoption activities for stakeholders.

Skills

ITSM

Process ownership

ITIL

ServiceNow

Tools

ServiceNow

Cherwell

Salesforce

Jira

Job description

Acuity Inc. in Atlanta, GA seeks an ITSM Process Manager to own end-to-end ITSM processes and drive governance aligned to ITIL best practices.

This role blends hands-on process management with designated process ownership, ensuring adoption, measurement, and continuous improvement across Incident, Problem, Change, and CMDB domains. You'll partner with IT and business leaders to deliver CSI initiatives, maintain process documentation, and ensure compliance, performance, and data quality while