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DS

ServiceNow ITSM Senior Lead

Damco Solutions Inc
🇺🇸 United States
On-site
Staff / Principal
2 months ago
  • ServiceNow
  • ITIL
  • Incident Management
  • Change Management
  • SOX
  • GDPR
  • PMP
  • Agile
2 months ago
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Job Title: ServiceNow ITSM Senior Lead
Location: Iselin, New Jersey
Position Summary
Lead the implementation, support, and optimization of ServiceNow ITSM solutions and IT service delivery processes.
Key Responsibilities
Strategic Leadership
  • Develop ServiceNow ITSM strategy.
Process Governance
  • Manage ITIL processes:
    • Incident Management
    • Problem Management
    • Change Management
    • Request Management
    • Knowledge Management
Major Incident Management
  • Lead critical incident resolution.
  • Coordinate war rooms and executive communications.
Asset Management
  • Oversee CMDB, SAM, and HAM processes.
Platform Management
  • Manage ServiceNow platform administration.
Continuous Improvement
  • Drive automation and service enhancements.
Team Leadership
  • Mentor administrators and developers.
Reporting & Analytics
  • Define and track KPIs.
Compliance
  • Support SOX, GDPR, and regulatory requirements.
Qualifications
  • Bachelor's degree in IT or related field.
  • Master's degree preferred.
  • 5+ years in ITSM.
  • 3+ years with ServiceNow.
  • Strong ITIL knowledge.
  • ServiceNow certifications preferred.
  • PMP or Agile certifications are a plus.
Key Competencies
  • Strategic thinking.
  • Leadership.
  • ServiceNow architecture expertise.
  • Problem-solving.
  • Change management.
  • Relationship building.
  • Results orientation.

ServiceNow ITSM Senior Lead · Damco Solutions Inc

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