ServiceNow ITSM Leader | Platform Owner & Transformation

Oscar; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Oscar is seeking an ITSM Manager to mature the organization’s IT Service Management using ServiceNow as the core platform. You will own the roadmap, lead ITSM processes, and manage internal teams and external partners to drive continuous improvement.

You will design and optimize Incident, Problem, Change, Request, and CMDB processes, while aligning with ITIL best practices and regulatory requirements. A strategic, hands-on leader with strong stakeholder skills is essential for success.

Qualifications

• Bachelor’s degree in Information Systems, CS, or equivalent.
• Strong ServiceNow experience as Platform Owner/ITSM Lead.
• Hands-on ServiceNow ITSM and CMDB knowledge.
• Strong ITIL knowledge and ITSM best practices.
• Experience leading internal teams or external vendors.
• Strong stakeholder management and leadership skills.
• Experience managing ServiceNow enhancements, integrations, upgrades.

Responsibilities

• Lead design, implementation, and continuous improvement of ITSM processes (Incident, Problem, Change, Request, CMDB).
• Own ServiceNow platform roadmap, administration, configuration, support, enhancements, integrations, upgrades.
• Provide functional and architectural oversight for ServiceNow initiatives.
• Lead ITSM / ServiceNow team and manage vendor/partners.
• Improve end-user experience via self-service, automation, and multiple channels.
• Drive integrations between ServiceNow and enterprise platforms (Workday, Intune, SysTrack, SolarWinds).
• Collaborate with stakeholders to gather requirements and drive adoption.
• Develop dashboards and SLA/KPI reporting using ServiceNow reporting.
• Ensure ITSM processes, controls, and documentation meet regulatory/security/audit needs.
• Promote ITIL best practices and raise service management maturity.

Skills

ServiceNow

ITSM

ITIL

Stakeholder management

Leadership

Vendor management

Education

Bachelor's degree in Information Systems/CS

Tools

ServiceNow CMDB

ServiceNow platform

Job description

Oscar is seeking an ITSM Manager to mature the organization’s IT Service Management using ServiceNow as the core platform. You will own the roadmap, lead ITSM processes, and manage internal teams and external partners to drive continuous improvement.

You will design and optimize Incident, Problem, Change, Request, and CMDB processes, while aligning with ITIL best practices and regulatory requirements. A strategic, hands-on leader with strong stakeholder skills is essential for success.