ServiceNow ITSM Service/Process Owner

Job Title: ServiceNow ITSM Service/Process Owner

Location: Must be local to Aliso Viejo, CA (Onsite)

Duration: 6-12 months

Mandatory Areas
Must Have Skills

Skill 1 5 years of experience Senior BA or Arch who has done ServiceNow implementation.
Skill 2 ITSM process analyst with ServiceNow.
Skill 3 ITSM Solution architect with ServiceNow. Nice to have Skills:

• ITIL v4 Foundation or higher (ITIL Managing Professional, ITIL Strategic Leader preferred).
• ServiceNow Certified System Administrator (CSA).
• ServiceNow ITSM Implementation Specialist certification (CIS ITSM)

Job Summary:

• We are looking for a ServiceNow ITSM Process Owner to lead the design, implementation, and continuous improvement of IT Service Management (ITSM) processes within the ServiceNow platform.
• This role is responsible for ensuring ITSM processes align with business objectives, industry best practices, and ITIL standards while driving efficiency, governance, and automation. The ideal candidate will work closely with IT leaders, process owners, and stakeholders to optimize and enhance ITSM processes, ensuring seamless service delivery and operational excellence.

Key Responsibilities:

• ITSM Process Ownership & Governance
• Own and manage ITSM processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog, Service Level Management, and Knowledge Management.
• Define ITSM process strategy, policies, and governance framework to ensure compliance with ITIL best practices and business objectives.
• Collaborate with stakeholders to ensure ITSM processes are effectively implemented and continuously improved.
• Monitor process performance and KPIs, ensuring continuous optimization and alignment with SLAs and business goals. ServiceNow ITSM Implementation & Enhancements
• Lead the design, implementation, and optimization of ITSM processes in ServiceNow.
• Work with ServiceNow developers and administrators to configure, customize, and enhance ITSM modules.
• Identify opportunities to automate manual ITSM processes using ServiceNow workflows, Flow Designer, and integrations.
• Ensure seamless integration of ITSM with other ServiceNow modules such as ITOM, CSM, and CMDB. Continuous Improvement & Reporting
• Drive a culture of continual service improvement by analyzing performance data, identifying inefficiencies, and implementing enhancements.
• Conduct regular service reviews with stakeholders to assess process effectiveness and identify areas for improvement.
• Develop and maintain ITSM dashboards, reports, and metrics to track operational performance and compliance. Stakeholder Collaboration & Communication
• Act as the primary point of contact for ITSM-related processes and ServiceNow ITSM functionality.
• Engage with IT teams, business units, and leadership to understand requirements and ensure ITSM processes meet organizational needs.
• Provide training, documentation, and guidance to users and stakeholders on ITSM processes and best practices.

Required Qualifications:

• 10 years of experience in ServiceNow Platform with 7 years in IT Service Management (ITSM) processes and governance.
• 5 years of hands-on experience with ServiceNow ITSM (configuration, implementation, and optimization).
• Strong knowledge of ITIL framework and ITSM best practices.
• Experience in defining, optimizing, and automating ITSM processes using ServiceNow.
• Proven ability to analyze ITSM metrics, KPIs, and dashboards for continuous process improvement.
• Strong project management and stakeholder management skills.
• Experience in integrating ServiceNow ITSM with other IT systems (e.g., monitoring tools, CMDB, ITOM, and third-party applications). Soft Skills & Work Environment
• Excellent communication and leadership skills to drive process adoption and collaboration.
• Ability to work in a fast-paced, cross-functional environment.
• Strong analytical and problem-solving skills to assess ITSM effectiveness.