ServiceNow ITSM Process and Governance Specialist

AMETEK; Berwyn (PA); On-site; USD 110,000 - 140,000; Full time

Job summary

AMETEK, a global industrial technology leader, seeks an experienced ServiceNow ITSM Process & Governance Specialist to provide governance and hands-on support in ServiceNow. You will translate business needs into standardized workflows and drive adoption across a complex enterprise.

You will lead workshops, align local needs with enterprise objectives, and collaborate with IT teams and platform resources to ensure compliant, measurable ITSM processes and robust documentation and training.

Qualifications

• Bachelor’s degree in IT, Business Administration, Information Systems, or related field.
• 7+ years IT Service Management, process governance, or related disciplines.
• 3+ years hands-on ITIL-aligned processes in ServiceNow.
• Mastery of ITIL principles, service management, processes, and standards.
• Experience facilitating stakeholder workshops, governance meetings, and improvement initiatives.

Responsibilities

• Facilitate workshops and meetings to align local needs with enterprise objectives.
• Evaluate enhancement requests for process compliance and use standard ServiceNow capabilities.
• Partner with stakeholders and teams to ensure practical, measurable processes.
• Ensure ITSM processes align with cybersecurity, data protection, and audit requirements.
• Lead ServiceNow release management lifecycle and platform governance.
• Provide governance oversight of service desk and vendor processes under the MSP.
• Analyze ITSM metrics, KPIs, SLAs, and trends for continual improvement.
• Develop process documentation, training, and governance materials.

Skills

ITSM governance

ITIL knowledge

Stakeholder facilitation

ServiceNow ITSM

Process documentation

Education

Bachelor’s degree

Tools

ServiceNow

Job description

We are seeking an experienced ServiceNow ITSM Process & Governance Specialist to provide governance and hands‑on support in a ServiceNow environment. Reporting to the Sr. Manager of IT Service Delivery, this role will translate business and operational needs into practical workflows and standardized process practices. The Specialist will partner with stakeholders, IT teams, and platform resources to ensure ITSM processes are consistent, measurable, and aligned with enterprise objectives. This position will also manage process metrics and compliance, support continual improvement efforts, and maintain the documentation, training, and governance materials needed to drive consistent adoption across a complex environment.

How You Will Make An Impact

• Facilitate workshops, process reviews, and stakeholder meetings to understand local business needs, align them with enterprise objectives, translate them into ServiceNow processes and workflows, and clearly communicate related decisions, changes, and expectations.
• Evaluate enhancement requests and customizations for process compliance and use standard ServiceNow capabilities where practical.
• Partner with stakeholders, IT teams, and ServiceNow development resources to ensure new and existing processes are practical, consistent, measurable, and supported by platform configuration.
• Partner with security, compliance, and audit stakeholders to ensure ITSM processes align with applicable cybersecurity, data protection, and export control requirements, and support internal and external audit activities.
• Lead the ServiceNow release management lifecycle, overseeing platform upgrades, feature deployments, and platform governance to ensure seamless implementation, minimal business disruption, and continued alignment with organizational standards.
• Provide governance oversight of service desk and command center ITSM vendor process execution to ensure day‑to‑day operations remain aligned with AMETEK governance standards, process controls, and SLA commitments under the managed services agreement.
• Analyze ITSM metrics, KPIs, SLAs, reports, and trends to drive continual service improvement, automation, workflow optimization, audit readiness, and compliance reviews.
• Develop process documentation, work instructions, governance materials, training content, and awareness programs.
• Define and improve Incident Management practices, including ticket handling, prioritization, escalations, major incident reviews, and restoration procedures.
• Strengthen Problem Management through root cause analysis, known error practices, corrective actions, and prevention of recurring incidents.
• Govern Change Management through CAB facilitation, risk and quality review, approval controls, communication, and documentation.
• Standardize Request Management intake, approvals, fulfillment models, catalog design, and user experience.
• Manage Service Catalog governance, including item definition, fulfillment ownership, approvals, service levels, and lifecycle practices.
• Advance Knowledge Management standards for article ownership, quality, review cycles, publication, and adoption.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, Information Systems, or related field.
• 7+ years of experience in IT Service Management, process governance, or related disciplines, including the ability to support or lead ITIL-aligned process development in an enterprise environment.
• 3+ years of hands‑on experience developing and maintaining ITIL processes within ServiceNow.
• Mastery of ITIL principles, service management best practices, process documentation, workflows, and operating standards.
• Experience facilitating stakeholder workshops, process reviews, governance meetings, and improvement initiatives.

Preferred Skills

• Experience supporting ServiceNow ITSM deployments and implementations, chairing CABs or similar forums, analyzing KPI/SLA reporting, and managing organizational change.
• Experience in large, decentralized, multi‑business‑unit organizations.
• Certifications such as ITIL Foundation or higher, ServiceNow CSA, ServiceNow CIS‑ITSM, Lean Six Sigma, Prosci Change Management, or equivalent credentials.

Other Skills & Competencies

• Strong analytical, organizational, problem‑solving, documentation, reporting, stakeholder management, and communication skills.
• Ability to work effectively with technical and non‑technical stakeholders.
• Demonstrated ability and willingness to use AI tools to improve productivity, decision‑marking, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI‑generated outputs.

Compensation

• Employee Type: Salaried
• Currency: USD
• Salary Minimum: 110,000
• Salary Maximum: 140,000
• Incentive: No
• Disclaimer: Where a specific pay range is noted, it is a good faith estimate at the time of this posting. The actual salary offered will be based on experience, skills, qualifications, market / business considerations, and geographic location.

AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.5 billion. AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers’ most complex challenges. We employ 22,000 colleagues, in 35 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Inclusion, Teamwork, and Social Responsibility. AMETEK is a component of the S&P 500. Visit https://www.ametek.com/careers for more information. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1 [phone].