Senior ITSM Process Engineer — Remote Transformation Lead

ServiceNow; West Palm Beach (FL); Remote; USD 140,000 - 200,000; Full time

Job summary

ServiceNow is seeking a Sr. Staff Process Engineer, DTIO ISM Solutions, to guide ITSM operations and drive strategic process improvements across the Digital Technology organization.

You will lead cross‑functional teams, optimize service management practices, and partner with executives to identify transformation opportunities and KPIs that elevate service delivery and customer experience.

Qualifications

• Extensive IT operations and service management experience.
• Proven ITSM process design and improvement across large enterprises.
• Deep ITIL, Lean and Agile knowledge.
• Ability to deliver metrics dashboards and executive reporting.

Responsibilities

• Guide managed service provider in ITSM operational activities.
• Drive enterprise‑level strategic initiatives for service management transformation.
• Improve operational efficiency, service quality, and automation.
• Design and mature ITSM processes aligned with ITIL, Lean, Agile, DevOps.
• Collaborate with executives, engineering, risk, and business stakeholders.

Skills

ITIL

Lean

Agile

Process engineering

Cross-functional leadership

Tools

ServiceNow

Job description

ServiceNow is seeking a Sr. Staff Process Engineer, DTIO ISM Solutions, to guide ITSM operations and drive strategic process improvements across the Digital Technology organization.

You will lead cross‑functional teams, optimize service management practices, and partner with executives to identify transformation opportunities and KPIs that elevate service delivery and customer experience.