Senior ITSM Architect: ServiceNow & Governance

Socket.dev; Suitland (MD); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Flexible spending account

Health insurance

Life insurance

Paid time off

Professional development assistance

Referral program

Tuition reimbursement

Vision insurance

Job summary

Socket.dev seeks a Senior ITSM Engineer to establish, standardize, and improve enterprise IT Service Management processes and governance. You will define enterprise processes for Incident, Problem, Change, Request, Configuration, Knowledge, and SLAs while guiding governance forums and ServiceNow enhancements.

The role translates process requirements into scalable workflows and dashboards, partnering with ServiceNow admins to implement improvements and metrics driving MTTR and service quality.

Qualifications

• Strong knowledge of ITIL practices and ITSM governance.
• Experience designing enterprise ITSM processes and workflows.
• Ability to translate requirements into ServiceNow configurations.

Responsibilities

• Design and implement enterprise ITSM processes aligned with ITIL best practices.
• Establish standardized processes for Incident, Major Incident, Problem, Change, Request, Configuration, Knowledge, and Service Level Management.
• Develop workflows, SOPs, RACI matrices, escalation paths, and governance procedures.
• Establish and support governance forums (CCBs, ERBs).
• Define change categories, risk criteria, and escalation procedures.
• Translate operational requirements into ServiceNow functional requirements and enhancements.
• Recommend improvements to ServiceNow workflows, dashboards, and CMDB.
• Collaborate with ServiceNow administrators and developers on platform enhancements.
• Establish escalation and resolver processes across tiers; manage post-implementation reviews.

Skills

ITIL

ServiceNow ITSM

Governance

Incident management

Problem management

Change management

Process design

Stakeholder management

Tools

ServiceNow

Job description

Socket.dev seeks a Senior ITSM Engineer to establish, standardize, and improve enterprise IT Service Management processes and governance. You will define enterprise processes for Incident, Problem, Change, Request, Configuration, Knowledge, and SLAs while guiding governance forums and ServiceNow enhancements.

The role translates process requirements into scalable workflows and dashboards, partnering with ServiceNow admins to implement improvements and metrics driving MTTR and service quality.