ServiceNow ITSM Manager

TechDigital Group; San Jose (CA); On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking an ITSM Lead to enhance their observability strategy and implement ITSM processes across the organization. This role involves developing and documenting ITSM processes such as incident and problem management, ensuring compliance and performance monitoring. The ideal candidate will have extensive experience with ITSM implementation and a strong grasp of observability tools. You'll be at the forefront of driving process improvements and educating teams on best practices. If you're passionate about IT service management and want to make a significant impact, this is the opportunity for you!

Qualifications

• 5+ years of relevant experience in ITSM implementation required.
• ITIL V3 Intermediate or above certification is mandatory.

Responsibilities

• Develop and implement ITSM processes across the IT organization.
• Monitor and measure performance, ensuring compliance with regulations.
• Focus on establishing an observability strategy at the IT level.

Skills

ITSM processes

Observability Tools

Incident Management

Process Improvement

Data Tracking

Training and Education

Education

ITIL V3 Intermediate Certification

Tools

ServiceNow

Job description

(Observability Tools experience is mandatory)

1. Develops and implements ITSM processes, such as knowledge, incident, problem, configuration, and request management. They also ensure that processes are documented, communicated, and understood across the IT organization. Other responsibilities include monitoring and measuring performance, leading process review meetings, and ensuring compliance with regulations. Makes decisions on behalf of the group to mitigate risks and ensure business continuity. Monitoring the effectiveness of incident management and making recommendations for improvement. Keeps track of operational improvement areas and suggests process improvement based on case studies to Service Owners.
2. In addition to these day-to-day tasks, ITSM professionals may also be responsible for many other functions, including training and educating employees about the various processes in the workplace and ensuring accurate data tracking. ITSM professionals are often required to have a broad range of skills and experience.
3. Implement more advanced ITSM solutions, including tools that help automate manual aspects of the process or integrate IT into the process altogether, using it as an integral part of their overall operation. ITSM professionals are always expected to be aware of their environment and stay on top of current trends to ensure that they can stay up-to-date with changes and challenges.
4. The ITSM lead will concentrate on the organization's Observability. Currently, there is a lack of an observability strategy at the IT level, with monitoring being conducted at the individual team level.
5. ITSM Certification (ITIL V3 Intermediate or above) and implemented Event, Knowledge, Incident, Problem, Change, CMDB, Dashboards, etc. in ServiceNow by gathering requirements and working with ServiceNow Developers/Admins.
6. A minimum of 5 years of relevant experience in ITSM implementation is typically required for this role.