Own and govern assigned ITSM processes by ensuring alignment with organizational standards, risk tolerance, and service objectives.
Serve as the escalation point and process authority during high-impact scenarios such as emergency changes.
Facilitate key governance forums – including CABs, PIRs, and process reviews – while representing the process in audits and leadership discussions to maintain consistency, accountability, and operational integrity.
Lead the design and re-engineering of assigned ITSM processes by defining current state and future state workflows, establishing process standards, controls, integration points, and governance requirements aligned with ITIL and organizational objectives.
Translate business, clinical, and operational needs into clear process and workflow designs; and ensuring strong alignment across interconnected practices such as Incident, Change, Problem, Request, Release, Knowledge, and Application Portfolio Management to maintain consistency and process maturity across the ITSM landscape.
Define business and process requirements for workflow enhancements, automation, and reporting within the service management platform

High School Diploma/GED required
Bachelor's Degree required
In lieu of degree, 10 years of experience required
5 years ITSM with ownership of two core IT Service Management or IT operation processes (Incident, Change, Request, Problem, Knowledge, APM, SAM, CMDB or ITOM) required
3 years Cross-functional coordination with Ops, Application Teams, and Service Desk to improve service reliability and customer outcomes preferred
2 years Governance facilitation (e.g. driving CAB, conducting process reviews, addressing audit findings) preferred
ServiceNow Certified System Administrator course preferred
Information Technology Infrastructure Library (ITIL) course preferred
ServiceNow Suite Data course: CMDB and CSDM preferred
Lean Six Sigma
Yellow Belt preferred
Certified System Administrator
ServiceNow preferred
Information Technology Infrastructure Library (ITIL)
AXELOS preferred

ITSM Platform Change Manager

Key skills