ServiceNow ITSM Manager

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

Benefits offered by this job

Comprehensive Medical Plan

Short Term and Long-Term Disability

401(k) Plan with Company match

Life Insurance

Vacation Time, Sick Leave, Paid Holyds

Paid Paternity and Maternity Leave

Job summary

LTIMindtree in New York, NY, is seeking a ServiceNow ITSM Manager to lead the organization’s ITSM capabilities with ServiceNow as the core platform.

You'll own the roadmap, govern ITSM processes, and lead a team and partners responsible for platform configuration, adoption and continual improvement, ensuring service quality, regulatory compliance and scalable processes across the enterprise.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, or equivalent.
• Hands-on ServiceNow ITSM experience as platform owner/lead in an enterprise environment.
• Experience guiding technical and process decisions for ITSM and CMDB.

Responsibilities

• Lead design, implementation and optimization of ITSM processes using the ServiceNow platform.
• Provide functional and architectural oversight for ServiceNow enhancements and upgrades.
• Manage ITSM ServiceNow team and oversee vendor partners.
• Develop ITSM practices using ServiceNow to improve user experience and enable self-service.
• Drive platform adoption and multi-channel communication to users (MS Teams, Email, Portal).
• Drive automation and integration between ITSM tools and enterprise systems.
• Own configuration administration and support of the ServiceNow platform.
• Define requirements with stakeholders and drive continual service improvement.
• Develop dashboards, SLA/KPI metrics and performance reports using ServiceNow reporting.
• Ensure ITSM practices meet regulatory, security and audit requirements.

Skills

ServiceNow ITSM expertise

Platform ownership

People leadership

Process improvement

Stakeholder collaboration

Dashboard & KPI reporting

Regulatory compliance awareness

Education

Bachelor's degree in Information Systems or Computer Science

ITIL v4 certification

ServiceNow System Administrator / Application Developer / Implementation Specialist

Tools

ServiceNow

CMDB

Job description

Role Description

Job Title: ServiceNow ITSM Manager

Location: New York, NY

Job Summary:

The IT Service Management Manager is responsible for leading the organizations ITSM capabilities with ServiceNow serving as the core enterprise platform. This role combines ServiceNow platform ownership people leadership and strategic vision to drive operational maturity service quality and scalable ITSM processes. The ITSM Manager owns the ServiceNow roadmap governs ITSM processes and leads a team and partners responsible for platform configuration adoption and ongoing improvement.

Key Responsibilities

• Lead the design implementation and optimization of ITSMprocessesusingService Now platformIncident Problem Change Request and Configuration Management
• Provide functional and architectural oversight for ServiceNow enhancements integrations and upgrades
• Manage and develop the ITSM ServiceNow team and oversee vendor partners
• Build ITSMpracticesusingService Nowplarformto improve our user experience from a delivery of services they receive equest toultimately empowerthem towards selfservice
• Providing them with multiple channels of communication to our platform Ex MS teams Email Phone Portal
• Drive automation and integration between ITSM tools and other enterprise systems Ex Workday IntuneSystrackSolarwinds
• Own configuration administration and support of the ServiceNow platform
• Partner with business and IT stakeholders to define requirements drive adoption and gather feedback for continual service improvement
• Develop actionable dashboards SLAKPI metrics and performance reports leveraging ServiceNows reporting capabilities
• Ensure ITSM practices and documentation support regulatory security and audit requirements

Required Qualifications

• Bachelors degree in Information Systems Computer Science or equivalent experience
• Demonstrated ServiceNow experience as a platform owner ITSM lead or lead administrator in an enterprise environment
• Handson knowledge of ServiceNow ITSM and CMDB sufficient to guide technical and process decisions

  Preferred Qualifications

  • ITIL v4 certification
  • ServiceNow certifications System Administrator Application Developer or Implementation Specialist
  • Experience deploying or scaling ServiceNow in a global or multinational organization
  • Familiarity with infrastructure technologies cloud environments and enterprise integrations

  Variable Compensation: This position includes a bonus or variable payout component based on individual and organizational performance. Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

  Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM").

  Benefits and Perks

  • Comprehensive Medical Plan Covering Medical, Dental, Vision
  • Short Term and Long-Term Disability Coverage
  • 401(k) Plan with Company match
  • Life Insurance
  • Vacation Time, Sick Leave, Paid Holidays
  • Paid Paternity and Maternity Leave

  The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

  LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.