ServiceNow ITSM Governance & Process Lead

AMETEK; Berwyn (PA); On-site; USD 110,000 - 140,000; Full time

Job summary

AMETEK, a global industrial technology leader, seeks an experienced ServiceNow ITSM Process & Governance Specialist to provide governance and hands-on support in ServiceNow. You will translate business needs into standardized workflows and drive adoption across a complex enterprise.

You will lead workshops, align local needs with enterprise objectives, and collaborate with IT teams and platform resources to ensure compliant, measurable ITSM processes and robust documentation and training.

Qualifications

• Bachelor’s degree in IT, Business Administration, Information Systems, or related field.
• 7+ years IT Service Management, process governance, or related disciplines.
• 3+ years hands-on ITIL-aligned processes in ServiceNow.
• Mastery of ITIL principles, service management, processes, and standards.
• Experience facilitating stakeholder workshops, governance meetings, and improvement initiatives.

Responsibilities

• Facilitate workshops and meetings to align local needs with enterprise objectives.
• Evaluate enhancement requests for process compliance and use standard ServiceNow capabilities.
• Partner with stakeholders and teams to ensure practical, measurable processes.
• Ensure ITSM processes align with cybersecurity, data protection, and audit requirements.
• Lead ServiceNow release management lifecycle and platform governance.
• Provide governance oversight of service desk and vendor processes under the MSP.
• Analyze ITSM metrics, KPIs, SLAs, and trends for continual improvement.
• Develop process documentation, training, and governance materials.

Skills

ITSM governance

ITIL knowledge

Stakeholder facilitation

ServiceNow ITSM

Process documentation

Education

Bachelor’s degree

Tools

ServiceNow

Job description

AMETEK, a global industrial technology leader, seeks an experienced ServiceNow ITSM Process & Governance Specialist to provide governance and hands-on support in ServiceNow. You will translate business needs into standardized workflows and drive adoption across a complex enterprise.

You will lead workshops, align local needs with enterprise objectives, and collaborate with IT teams and platform resources to ensure compliant, measurable ITSM processes and robust documentation and training.