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
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
Analyze process performance and identify opportunities for improvement
Generate and present reports on ITSM performance metrics

Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
ITIL v4 Foundation or higher certification
3–5 years of hands-on experience configuring ITSM processes in ServiceNow
Proven experience in ITSM process ownership and governance
ServiceNow administration and configuration proven experience
Excellent facilitation and communication skills for leading meetings
Analytical mindset with ability to interpret data and drive improvements

Up to 25% travel for short-term IT support and infrastructure projects
IT personnel support global BRG locations, including remote employees and independent contractors
Core support hours are between 8:00 AM – 7:00 PM local time, based on shift availability

Senior ITSM ServiceNow Analyst

Key skills