Senior Engineer, ITSM & Knowledge Lead

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

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.How we LEAD:The Senior Engineer, ITSM & Knowledge Lead is accountable for stakeholder engagement and outcomes across IT Service Management (ITSM) processes and the ServiceNow Knowledge Base.This role owns the domain backlog and KPIs, drives process improvements and operational reporting, and governs knowledge content quality and lifecycle to increase self-service adoption and reduce operational noise.Working as part of a globally distributed ServiceNow team, the role partners closely with platform leadership, operations teams, and domain owners to ensure solutions are supportable, measurable, and delivered in alignment with platform standards and release cadence across time zones.How you'll CREATE:Own ITSM and knowledge stakeholder relationships and outcomes, backlog, and KPIsOwn ITSM process improvement across incident, request, problem, and change; define reporting and success measuresOwn Knowledge Base governance: content standards, lifecycle, quality controls, and deflection strategyDrive prioritisation, requirements, and UAT sign-off for ITSM/knowledge enhancements and changesPartner with operations and platform teams to reduce noise, automate recurring work, and improve stabilityCollaborate effectively with a global ServiceNow team across time zones; align delivery with platform standards and releasesBring your VIBEStrong stakeholder management; able to align IT operations and business partners to measurable ITSM outcomesSolid ITIL/ITSM understanding with experience improving processes and operational reporting in enterprise environmentsKnowledge management governance capability: content standards, lifecycle controls, and self-service adoptionAbility to translate operational pain points into structured backlogs, acceptance criteria, and measurable KPIsAbility to operate effectively in a global, multi-timezone team with structured coordination and handoffsPerks Playlist:Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):Comprehensive medical, dental, and vision coverageIncluding 100% coverage for out-patient in-network mental health servicesFertility coverage for eligible medical plan participantsWellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)Student Loan Repayment Assistance and Tuition Reimbursement401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contributionA variety of ways to prioritize much-needed time away from work including:Flexible Paid Time Off (PTO) for exempt employees3-weeks PTO for non-exempt employees2-weeks paid Winter Break10 Company Holidays (including Juneteenth and Wellbeing Day)Summer Fridays (between Memorial Day and Labor Day)Generous paid parental leave for every type of parentCheck out our full overview of benefits on the Perks Playlist page of the career site.Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.Universal Music Group is an Equal Opportunity EmployerWe are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.For more information, please click on the following links.E-Verify Participation Poster: English / SpanishE-Verify Right to Work Poster: English | SpanishJob Category:Technology