ServiceNow ITSM: Process & Governance Leader

Dale WorkForce Solutions; Berwyn (PA); On-site; USD 120,000 - 180,000; Full time

Job summary

Dale WorkForce Solutions is seeking an experienced ServiceNow ITSM Process & Governance Specialist to provide governance and hands-on support in a ServiceNow environment at our Berwyn, PA site. This role reports to the Sr.

Manager of IT Service Delivery and will translate business needs into standardized workflows while driving enterprise alignment. The candidate will manage process metrics, compliance, and documentation, while collaborating with IT teams, security, and audit stakeholders to

Qualifications

• Bachelor's degree in IT, business or related field.
• 7+ years ITSM/process governance in enterprise settings.
• 3+ years hands-on ITIL/ServiceNow ITSM experience.
• Mastery of ITIL, service management, documentation, workflows.
• Experience facilitating governance meetings and workshops.

Responsibilities

• Facilitate workshops and meetings to translate business needs into ServiceNow processes.
• Evaluate enhancements for process compliance and use standard ServiceNow capabilities.
• Partner with stakeholders and ServiceNow team to ensure practical, measurable processes.
• Align ITSM with cybersecurity, data protection, and audit requirements.
• Lead ServiceNow release management lifecycle and platform governance.
• Govern service desk and vendor process execution under MSP agreements.
• Analyze ITSM metrics, KPIs, SLAs, and trends for continual improvement.
• Develop process docs, training materials, and governance artifacts.
• Define and improve Incident Management practices and escalation procedures.
• Strengthen Problem Management, Change Management, and Request Management.
• Govern Knowledge Management, catalog design, and lifecycle practices.

Skills

ITSM governance

Stakeholder mgmt

Process governance

ITIL knowledge

Documentation

Communication

Education

Bachelor's degree in IT / business / info systems

Tools

ServiceNow

Job description

Dale WorkForce Solutions is seeking an experienced ServiceNow ITSM Process & Governance Specialist to provide governance and hands-on support in a ServiceNow environment at our Berwyn, PA site. This role reports to the Sr.

Manager of IT Service Delivery and will translate business needs into standardized workflows while driving enterprise alignment. The candidate will manage process metrics, compliance, and documentation, while collaborating with IT teams, security, and audit stakeholders to