Process Manager

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

Seeking a Process Manager to design, standardize, and govern IT operational processes spanning the organization's core infrastructure and security technology stack including ServiceNow (ITSM/ITAM/ITOM), Dell hardware and endpoint lifecycle management, Cisco networking infrastructure, and Palo Alto Networks security operations. This role sits at the intersection of process governance and vendor technology, working closely with infrastructure engineering, network operations, security, and service desk teams to ensure that incident, change, request, asset, and problem management processes are consistently defined, documented, and enforced across all supported platforms. The Process Manager will be the connective tissue between ServiceNow as the system of record and the underlying Dell, Cisco, and Palo Alto technology teams executing day‑to‑day operations.

Key Responsibilities

• Own and continuously improve core ITSM process areas (Incident, Problem, Change, Request, and Asset Management) within ServiceNow, ensuring alignment with ITIL best practices.
• Partner with infrastructure and network engineering teams to define and document processes governing Dell hardware/endpoint lifecycle (procurement, deployment, refresh, retirement) within ServiceNow ITAM.
• Establish and maintain change and configuration management processes for Cisco networking infrastructure, ensuring CMDB accuracy and proper change governance for network changes.
• Design and enforce security‑related operational processes in coordination with the security team for Palo Alto Networks firewall, security policy, and incident response workflows.
• Serve as process owner/SME across cross‑functional teams, facilitating process workshops, gap analyses, and continuous improvement initiatives.
• Develop and maintain process documentation, workflow diagrams, RACI matrices, and SOPs for all governed processes.
• Monitor process KPIs/SLAs (e.g., ticket resolution times, change success rates, CMDB accuracy) and drive corrective action where performance gaps exist.
• Support ServiceNow platform governance, including workflow configuration requests, module rollouts, and integration with vendor tools (Dell, Cisco, Palo Alto) where applicable.
• Lead or support audits and compliance reviews related to IT process adherence (e.g., NERC/CIP, internal controls) as applicable to the energy/utility environment.
• Provide training and process guidance to technical teams and service desk staff to ensure consistent adoption.

Required Qualifications

• 5+ years of experience in IT process management, ITSM, or IT service delivery, ideally within a large enterprise or utility/regulated environment.
• Hands‑on experience with ServiceNow, including ITSM modules (Incident, Problem, Change, Request) and familiarity with ITAM/CMDB.
• Working knowledge of infrastructure and security technologies from Dell (hardware/endpoint), Cisco (networking), and Palo Alto Networks (security/firewall) — deep engineering expertise not required, but strong operational/process fluency across these platforms is essential.
• Strong understanding of ITIL framework and process governance principles; ITIL Foundation certification preferred.
• Proven experience facilitating cross‑functional process design and improvement initiatives with technical and non‑technical stakeholders.
• Excellent documentation, communication, and stakeholder management skills.
• Bachelor's degree in Information Technology, Business, or related field (or equivalent experience).

Preferred Qualifications

• Experience in a utility, energy, or NERC/CIP‑regulated environment.
• ServiceNow certification(s) (e.g., CSA, ITSM Implementation Specialist) a plus.
• Experience with vendor/asset lifecycle management programs spanning hardware refresh cycles, network infrastructure changes, and security policy governance.
• Familiarity with change advisory board (CAB) processes and enterprise change management at scale.

Location & Work Arrangement

This role is based out of the AOB office in FT Lauderdale Florida on a hybrid schedule. Occasional travel to the Juno Beach Head Quarters and Miami office may be required to support cross‑site process alignment, stakeholder workshops, or infrastructure/security team engagements. Candidates should be based within a commutable distance of the Palm Beach / Broward / Miami‑Dade corridor.