ServiceNow Platform Owner & Architect - ITSM

Alldus; New York (NY); Hybrid; USD 170,000 - 195,000; Full time

Benefits offered by this job

Benefits

Bonus

Job summary

Alldus in New York is seeking an experienced Senior Platform Owner & Architect for ITSM to oversee the ServiceNow ITSM platform and guide architecture and development hands-on. You will lead global IT support delivery, manage incident/change processes, and drive automation and reporting to improve service quality.

The role requires strong vendor management and stakeholder engagement, with focus on regulatory compliance in a highly regulated environment.

Qualifications

• 6+ years in IT service delivery or related operations.
• Proven experience leading global IT support across regions.
• Strong enterprise ITSM experience with ServiceNow.
• Vendor management and stakeholder engagement experience.

Responsibilities

• Oversee ITSM platform including Help Desk and Level 1/2 support.
• Lead Incident, Major Incident, Problem, Change and Configuration Management.
• Drive ServiceNow ITSM optimisation, automation, reporting.
• Support global transformation for standardisation, scalability and excellence.
• Collaborate with ITSM Director to improve user experience and service reliability.
• Ensure delivery aligns with regulatory and governance requirements.

Skills

ITSM

ServiceNow

Vendor management

Stakeholder engagement

Transformation experience

Tools

ServiceNow Platform

Job description

Senior Platform Owner & Architect - ITSM

FTE

Salary: $170-195k + Benefits & Bonus

Hybrid/Onsite – New York, NY

Overview:

We are looking for an experienced ServiceNow Platform Owner to oversee and help grow the IT support and service management functions for a global organisation. This position will oversee the ServiceNow ITSM platform, while being hands‑on to support Architecture & Development.

What will you be doing:

• Oversee the ITSM platform, including Help Desk, Level 1/2 support, infrastructure monitoring and IT service management
• Oversee Incident, Major Incident, Problem, Change and Configuration Management processes
• Drive ServiceNow or similar ITSM platform optimisation, automation, workflow development and reporting
• Help support global transformation initiatives focused on standardisation, scalability, process improvement and operational excellence
• Partner with the ITSM Director and other technology stakeholders to improve user experience, service reliability and business continuity
• Ensure service delivery aligns with regulatory, risk and governance requirements within a highly regulated environment

Experience:

• 6+ years’ progressive experience in IT service delivery, infrastructure operations or a similar environment
• Proven experience leading global IT support/service delivery organisations across multiple regions
• Strong enterprise ITSM experience with ServiceNow
• Strong vendor management, stakeholder engagement and transformation experience