ServiceNow ITSM Process and Governance Specialist

AMETEK Inc.; Pennsylvania; Sur place; USD 110 000 - 140 000; Plein temps

Résumé du poste

AMETEK Inc. is seeking a ServiceNow ITSM Process and Governance Specialist to provide governance and hands-on support in a ServiceNow environment.

You will translate business needs into practical workflows, manage process metrics, and drive alignment with enterprise objectives across IT teams and stakeholders. You will lead release management, ensure compliance with security and audit requirements, and develop governance materials, training, and documentation to drive standardized adoption in a

Qualifications

• Bachelor’s degree required; 7+ years ITSM governance or related roles; ITIL-aligned process development in large environments preferred.
• Hands-on ITSM process design within ServiceNow for 3+ years; strong ITIL principles and process documentation.
• Experience facilitating stakeholder workshops, governance meetings, and improvement initiatives.

Responsabilités

• Facilitate workshops and stakeholder meetings to align local needs with enterprise ITSM objectives.
• Evaluate enhancement requests for process compliance and leverage standard ServiceNow capabilities.
• Partner with stakeholders and ServiceNow developers to ensure practical, measurable processes.
• Ensure ITSM processes align with cybersecurity, data protection, and export control requirements; support audits.
• Lead ServiceNow release management and platform governance to minimize business disruption.
• Oversee governance of service desk and vendor ITSM processes under the MSP agreement.
• Analyze ITSM metrics, KPIs, and SLAs to drive continual service improvement.
• Develop process documentation, work instructions, and governance materials.
• Define and improve Incident, Problem, Change, and Request Management practices.
• Advance knowledge management through article ownership and lifecycle governance.

Connaissances

ITIL

ServiceNow ITSM

Governance

Stakeholder management

Workshop facilitation

KPI/SLA reporting

Change management

Knowledge Management

AI tooling awareness

Formation

Bachelor’s degree in IT/IS/Business

Outils

ServiceNow

Description du poste

Job Title: ServiceNow ITSM Process and Governance Specialist

Location: Berwyn, PA, US, 19312

Business Unit: Nul

Posting Date: Oct 16, 2026

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.

#LI-BM1

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.

For more information on AMETEK's competitive benefits, please click here .

AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.5billion.

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 22,000colleagues, in 35countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Inclusion, Teamwork, and Social Responsibility. AMETEK isacomponent 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].