Job Description
Job Description The ITSM Process Analyst – Sr ServiceNow Engineer is responsible for working within the team to own and govern IT Service Management (ITSM) processes across the organization, ensuring alignment with ITIL best practices. This role chairs key process governance meetings such as the Change Advisory Board (CAB) and Major Incident Reviews, while also providing hands-on configuration and administration of ITSM workflows within ServiceNow. The ideal candidate combines process vision & leadership along with technical expertise within ServiceNow to drive continuous improvement and operational excellence. This position will report to the Senior IT Manager, Production Operations. Responsibilities Process Ownership & Governance ○ Own and maintain ITSM processes including Incident, Problem, Change, Request, and Knowledge Management. ○ Chair and facilitate governance meetings such as CAB, Incident Review, and Problem Review. ○ Ensure compliance with ITIL best practices and organizational policies. ○ Define and monitor KPIs, SLAs, and OLAs for ITSM processes. ServiceNow Configuration & Administration ○ Configure and maintain ITSM modules in ServiceNow (Incident, Change, Problem, CMDB, etc.). ○ Develop workflows, business rules, and automation to optimize service delivery. ○ Collaborate with developers and stakeholders to implement enhancements and integrations, especially with our ServiceNow IT Service Portal and bolt-on modules (I.e. HAM, SAM) ○ Assist in the effective setup and workings of ServiceNow User Data/tables with LDAP, AD, etc. Continuous Improvement ○ Analyze process performance and identify opportunities for improvement. ○ Drive adoption of ITSM processes across IT teams and business units. ○ Maintain process documentation and deliver training sessions for stakeholders. Reporting & Analytics ○ Gene