Servicenow Itsm Service Process Owner

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation, information technology and services

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 analysing 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.

• 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 analyse 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).

• 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.

Preferred Certifications:

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

Tek Wissen Group is an equal opportunity employer supporting workforce diversity.