ServiceNow ITSM Strategy & Governance Lead

AMETEK Inc.; Pennsylvania; On-site; USD 110,000 - 140,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ITIL

ServiceNow ITSM

Governance

Stakeholder management

Workshop facilitation

KPI/SLA reporting

Change management

Knowledge Management

AI tooling awareness

Education

Bachelor’s degree in IT/IS/Business

Tools

ServiceNow

Job description

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