Senior ITSM Process Owner | ITIL & ServiceNow Expert

RESOURCESOFT, INC.

Los Angeles (CA)

On-site

USD 130,000 - 180,000

Full time

7 days ago

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Job summary

Resourcesoft, Inc. in Los Angeles seeks a senior ITSM lead to own and govern ITIL processes, including Incident, Change, Problem, and Service Request Management. You will define process standards, establish service catalogs and SLAs, and ensure alignment with global teams.

The role requires extensive ServiceNow expertise, CMDB integration, and strong analytics to drive continual service improvement. You will collaborate with stakeholders to design self-service, automation, and data dashboards

Qualifications

8+ years leading ITSM process ownership and ITIL implementations.
Experience with ServiceNow including Request Management, Knowledge Management, Service Level Management, and Incident Management.
Experience establishing and integrating a CMDB within ITSM processes.
Strong process design, modeling, and requirements definition skills.

Responsibilities

Define, develop, and govern ITIL processes including Incident, Change, Problem, and Service Request Management.
Establish and maintain service catalogs, performance metrics, and SLAs, taking action on non-conformance.
Establish and operate a CMDB tightly integrated into ITSM processes.
Conduct audits and maturity assessments to identify process improvement opportunities.
Design improved self-service and automation capabilities to enhance user support experience.
Generate data analytics, dashboards, and actionable insights, collaborating with global teams on continual service improvement.