Itsm Lead

Job Summary

The ITIL/ITSM Process Owner is responsible for ensuring that ITIL-based processes are consistently followed, reviewed, and improved across the IT organization. This role focuses on process compliance, governance, monthly metrics and continuous improvement within ServiceNow and supporting monitoring platforms. The individual will oversee process adherence, perform quarterly process reviews, provide monthly metrics reports on ServiceNow activity, track ServiceNow enhancement requests, maintain documentation, and help ensure service stability through proactive monitoring.

Key Responsibilities

• Monitor tickets in ServiceNow to confirm that tickets are properly handled by the IT departments responsible.
• Ensure that change and problem management are properly followed. I.E. Engineers are creating the correct ticket types within the Change and Problem Management life cycle.
• Communicate with management if conflicts are identified or if departments are not following procedures.
• Update knowledge articles and SharePoint documentation when processes or the ServiceNow platform changes.
• Assist in coordinating and communicating when changes occur within the ServiceNow platform.
• Ensure changes are implemented smoothly and with minimal impact on services.
• Provide monthly volume and SLA metrics from the ServiceNow platform to monitor performance and adherence to SLAs.

Process Governance & Compliance

• Ensure all ITIL lifecycle processes (Incident, Request, Change, Problem, etc.) are followed consistently.
• Conduct quarterly process reviews to validate documentation, standards, and workflows are current and effective.
• Provide feedback and propose updates to ITIL processes as business needs evolve.
• Monitor ticket quality in ServiceNow to ensure compliance with defined standards.

ServiceNow Management & Enhancements

• Review incoming feature enhancement requests related to ServiceNow.
• Log, track, and maintain requests in the teams SharePoint list.
• Update the SharePoint site with ServiceNow changes (as communicated by the platform owner).
• Support reporting and dashboard creation to track performance and adherence to process standards.

Metrics & Reporting

• Compile and distribute metrics on ticket quality, SLA adherence, process compliance, and enhancement request status.
• Partner with IT leadership to provide insights that drive operational and process improvements.

Stakeholder Engagement

• Collaborate with IT teams, business units, and ServiceNow owners to ensure alignment on process adherence and enhancements.
• Communicate process updates and improvements across the organization.

Documentation & Training

• Maintain comprehensive documentation for all ITIL processes, including standards and workflows.
• Provide training and guidance to IT teams to support process adoption and compliance.

Monitoring & Alert Response

• Monitor SolarWinds alerts to validate the effectiveness of alerting configurations.
• Create and manage ServiceNow records (Problem ticket creation) based on alerts to ensure issues are captured and resolved.

Qualifications

Education

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience). Experience
• Proven experience in IT Service Management, with exposure across multiple ITIL process areas.
• Familiarity with ServiceNow and SolarWinds is highly desirable.
• Experience with governance, process improvement, and reporting.

Certifications

• ITIL certification preferred (Foundation or higher).

Skills

• Strong process orientation with the ability to enforce standards diplomatically.
• Analytical skills for monitoring compliance, generating metrics, and identifying areas for improvement.
• Excellent communication and stakeholder management skills.
• Strong organizational skills with the ability to manage multiple priorities.