ServiceNow ITSM Lead & Knowledge Champion

600 UMG Recordings Inc; California (MO); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and视ion

Fertility coverage

Wellbeing reimbursements

401(k) with company match

Flexible Paid Time Off

PTO for non-exempt employees

Job summary

Universal Music Group is seeking a Senior Engineer, ITSM & Knowledge Lead to own ITSM and knowledge initiatives across a globally distributed ServiceNow team. You will manage stakeholder relationships, drive process improvements, and govern Knowledge Base content to boost self-service adoption and reduce noise.

The role requires strong ITIL/ITSM expertise, backlog prioritisation, and collaboration across time zones with platform leadership and operations.

Qualifications

• Strong stakeholder management and ability to align IT operations with business partners to measurable ITSM outcomes.
• Solid ITIL/ITSM understanding with experience improving processes and operational reporting in enterprise environments.
• Knowledge management governance capability: content standards, lifecycle controls, and self-service adoption.
• Ability to translate operational pain points into structured backlogs, acceptance criteria, and measurable KPIs.
• Ability to operate effectively in a global, multi-timezone team with structured coordination and handoffs.

Responsibilities

• Own ITSM and knowledge stakeholder relationships, backlog, and KPIs.
• Own ITSM process improvement across incident, request, problem, and change; define reporting and success measures.
• Own Knowledge Base governance: content standards, lifecycle, quality controls, and deflection strategy.
• Drive prioritisation, requirements, and UAT sign-off for ITSM/knowledge enhancements and changes.
• Partner with operations and platform teams to reduce noise, automate recurring work, and improve stability.

Skills

Stakeholder management

ITIL/ITSM knowledge

Knowledge management governance

Backlog & KPIs

Global/timezone collaboration

Tools

ServiceNow

Job description

Universal Music Group is seeking a Senior Engineer, ITSM & Knowledge Lead to own ITSM and knowledge initiatives across a globally distributed ServiceNow team. You will manage stakeholder relationships, drive process improvements, and govern Knowledge Base content to boost self-service adoption and reduce noise.

The role requires strong ITIL/ITSM expertise, backlog prioritisation, and collaboration across time zones with platform leadership and operations.