ServiceNow ITSM Process Optimizer

About the Job

As a ServiceNow ITSM Process Optimizer, you will be responsible for streamlining and improving our IT Service Management (ITSM) processes. You will work closely with cross-functional teams to design and implement innovative solutions that enhance efficiency and service quality.

You will document and assess current ITSM processes, including Incident, Problem, Change, and Service Catalog, and help shape their future direction. Your technical expertise will be essential in designing and implementing workflows using ServiceNow, with a focus on CMDB integration and ITIL alignment.

Strong communication and collaboration skills are essential in this role, as you will work with stakeholders across IT and the business to ensure process improvements deliver real value.

You will lead workshops and working sessions to identify areas for improvement and develop recommendations for best-practice solutions. Your hands-on experience will be valuable in supporting testing, user training, and documentation.

In addition, you will contribute to platform upgrades, patching, and roadmap planning, ensuring our IT services operate smoothly. Responsibilities

• Streamline and improve ITSM processes
• Design and implement innovative solutions
• Document and assess current ITSM processes
• Collaborate with stakeholders to drive process improvements
• Lead workshops and working sessions
• Support testing, user training, and documentation
• Contribute to platform upgrades and roadmap planning