ServiceNow ITSM Platform Leader — Strategy & Automation

Emergys; Alpharetta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Emergys seeks an ITSM leader to own the ServiceNow platform, guide strategic direction, and advance ITSM maturity. You will lead a team, govern configurations, and partner with stakeholders to drive adoption, reporting, and continual service improvement.

Responsibilities include designing ITSM processes, overseeing integrations, and delivering dashboards and KPI reports to ensure service quality while supporting regulatory and security requirements.

Qualifications

• Bachelor's 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.
• Hands-on knowledge of ServiceNow ITSM and CMDB sufficient to guide technical and process decisions.
• Strong understanding of ITIL principles and service management best practices.
• Experience leading teams and/or vendors delivering ITSM and ServiceNow services.
• Strong stakeholder management, communication, and leadership skills.

Responsibilities

• Lead design, implementation, and optimization of ITSM processes using ServiceNow (Incident, Problem, Change, Request, CMDB).
• Provide functional and architectural oversight for ServiceNow enhancements, integrations, and upgrades.
• Manage and develop the ITSM/ServiceNow team and oversee vendor partners.
• Drive ITSM practices using ServiceNow to improve user experience and enable self-service across channels.
• Orchestrate automation and integration between ITSM tools and enterprise systems (Workday, Intune, Systrack, SolarWinds).
• Own configuration, administration, and support of the ServiceNow platform.
• Partner with business and IT stakeholders to define requirements and drive adoption for continual service improvement.
• Develop dashboards, SLA/KPI metrics, and performance reports leveraging ServiceNow reporting capabilities.
• Ensure ITSM practices and documentation support regulatory, security, and audit requirements.

Skills

ServiceNow Platform

ITSM Leadership

CMDB

ITIL

Vendor Management

Stakeholder Management

Team Leadership

Platform Administration

Education

Bachelor's degree in information systems or Computer Science

Job description

Emergys seeks an ITSM leader to own the ServiceNow platform, guide strategic direction, and advance ITSM maturity. You will lead a team, govern configurations, and partner with stakeholders to drive adoption, reporting, and continual service improvement.

Responsibilities include designing ITSM processes, overseeing integrations, and delivering dashboards and KPI reports to ensure service quality while supporting regulatory and security requirements.