Senior ITSM Manager (ServiceNow Expert)

We are seeking an experienced Senior ITSM Manager-ServiceNow to lead and optimize Change Management, Problem Management, Incident Management, and Knowledge Management processes. This role is crucial for ensuring smooth IT service delivery, minimizing risks, and driving continuous improvement within our ITSM landscape. The ideal candidate will be a ServiceNow expert with a profound understanding of ITIL frameworks and governance models. A strong passion for the evolution of IT Service Management (ITSM) in a fully cloud-native environment is highly desirable. As a leader in this role, you will drive automation, AI adoption, and ServiceNow optimization to establish a modern, efficient, and intelligent ITSM function. Additionally, you will champion the use of ServiceNow to ensure that ITSM processes continuously evolve to meet the dynamic needs of a fintech environment. Your responsibilities will include: - Leading ITSM processes such as Change, Problem, Incident, and Knowledge Management in alignment with ITIL best practices and business objectives. - Driving the adoption of a structured knowledge repository and utilizing ServiceNow Knowledge Management capabilities for self-service and support teams. - Chairing Change Advisory Board (CAB) meetings, overseeing Change Management processes, and minimizing risks associated with system updates and deployments. - Establishing proactive problem management practices, automating incident correlation and root cause analysis using ServiceNow. - Leveraging ServiceNow to automate and enhance ITSM processes, ensuring seamless execution, reporting, and compliance. - Acting as an internal advocate for ServiceNow capabilities, conducting trainings, demos, and roadshows to increase awareness and adoption across IT and business teams. - Collaborating closely with IT Operations, Security, Engineering, and Business teams to optimize ITSM processes. - Ensuring that all ITSM processes are audit-ready, compliant with regulatory requirements, and properly documented in ServiceNow. - Defining, measuring, and reporting ITSM KPIs to drive continuous service improvements and adherence to SLAs/OLAs. Qualifications & Experience: - 8+ years of ITSM experience with expertise in core ServiceNow ITSM functions. - Hands-on experience with ServiceNow, including workflow automation, Virtual Agent, AI Ops, and reporting. - ITIL v4 Certification preferred. - Experience running ITSM in a fully cloud-native environment. - Strong communication and stakeholder management skills. - Exposure to CMDB, IT Asset Management, and Major Incident Management is a plus. - Strong automation mindset and experience leveraging ServiceNow AI/ML capabilities. At Convera, we value diversity and seek individuals who are results-oriented and growth-minded. We offer competitive perks and benefits, including a competitive salary, annual bonus opportunities, great career growth prospects, and a flexible work approach. Join us in our innovative and inclusive environment to make a meaningful impact on our customers.,