ServiceNow ITSM Lead & Knowledge Champion

Universal Music Group

Los Angeles (CA)

On-site

USD 120,000 - 190,000

Full time

3 days ago

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Benefits offered by this job

Medical, dental, and vision coverage

Mental health coverage (out-patient)

Fertility coverage

Wellbeing reimbursements

Student loan assistance

401(k) vesting with company match

Job summary

Universal Music Group is seeking a Senior Engineer, ITSM & Knowledge Lead to drive ITSM and knowledge initiatives across a globally distributed ServiceNow team. You will own the domain backlog, KPIs, and governance to increase self-service adoption and reduce operational noise.

Join us to partner with platform leadership and operations to deliver measurable outcomes, define requirements, and oversee UAT for ITSM/knowledge enhancements in a fast-paced enterprise environment.

Qualifications

Experience leading ITSM and knowledge management initiatives.
Ability to define KPIs and report outcomes.
Strong stakeholder management and cross-functional collaboration.
Experience with ITIL/ITSM in enterprise environments.

Responsibilities

Own ITSM and knowledge stakeholder relationships, backlog, and KPIs.
Lead ITSM process improvements across incident, request, problem, and change.
Govern Knowledge Base content standards and lifecycle.
Coordinate with global ServiceNow team across time zones.
Define requirements and sign-off for enhancements and changes.

Skills

ITIL/ITSM

Stakeholder management

Backlog management

Knowledge Base governance

UAT sign-off

Process improvement

Tools

ServiceNow

Job description

Join us to partner with platform leadership and operations to deliver measurable outcomes, define requirements, and oversee UAT for ITSM/knowledge enhancements in a fast-paced enterprise environment.

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