Sr. Staff Process Engineer, DTIO ISM Solutions

ServiceNow is a company focused on business reinvention through AI technology. The Sr. Staff Process Engineer will guide ITSM operational activities and drive strategic initiatives to enhance service management practices across the Digital Technology organization.

Responsibilities:

• Guide managed service provider in delivery of ITSM operational activities
• Guide enterprise-wide strategic initiatives to improve and optimize IT and business service management practices across the organization
• Drive continuous improvement efforts focused on operational efficiency, service quality, automation, and customer experience
• Design, standardize, and mature service management process aligned with industry frameworks such as ITIL, Agile, Lean, and DevOps tenets
• Partner with senior executives, operational teams, engineering teams, risk/governance groups, and business stakeholders to identify service management gaps, priorities, and transformation opportunities
• Guide process engineering efforts across core service management functions including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Configuration Management
• Collaborate with platform engineering and tool administration teams to optimize the ServiceNow platform
• Serve as a strategic advisor and subject matter expert for service management transformation, operational resilience, and process optimization initiatives

Requirements:

• 10+ years of progressive experience in IT operations, service management, process engineering, or operational excellence roles within complex enterprise environments
• Proven experience guiding a managed service provider in delivery of ITSM operational activities
• Proven experience guiding large-scale strategic initiatives focused on service management transformation, operational optimization, automation, and continuous improvement
• Demonstrated success designing, implementing, and maturing enterprise service management processes across multiple functional areas
• Deep expertise in IT service management frameworks including ITIL, Lean, Agile, and continuous improvement methodologies
• Experience establishing operational KPIs, maturity models, service metrics, dashboards, and executive reporting frameworks
• Hands-on experience with enterprise service management platforms such as ServiceNow or comparable workflow automation technologies
• Ability to guide cross-functional and distributed teams