Job
Description
Role Overview: You will be the Senior ITSM Manager- ServiceNow responsible for leading and optimizing Change Management, Problem Management, Incident Management, and Knowledge Management processes. Your role is crucial in ensuring smooth IT service delivery, minimizing risks, and driving continuous improvement across the ITSM landscape. The ideal candidate will be a ServiceNow expert with a deep understanding of ITIL frameworks and governance models. You will play a key role in evolving IT Service Management (ITSM) in a fully cloud-native environment, focusing on automation, AI adoption, and ServiceNow optimization. Key Responsibilities: - Own and enhance Change, Problem, Incident, and Knowledge Management processes, aligning them with ITIL best practices and business objectives. - Drive the adoption of a structured knowledge repository, fully utilizing ServiceNow Knowledge Management capabilities for self-service and support teams. - Chair Change Advisory Board (CAB) meetings, standardize change workflows, and minimize service disruptions while overseeing the Change Management process. - Establish proactive problem management practices, automate incident correlation and root cause analysis, and drive knowledge sharing. - Leverage ServiceNow to automate and improve ITSM processes, ensuring seamless execution, reporting, and compliance. - Act as an internal advocate for ServiceNow capabilities, conduct trainings, demos, and roadshows to increase awareness and adoption of its features. - Work closely with IT Operations, Security, Engineering, and Business teams to ensure ITSM processes are understood, adopted, and optimized. - Ensure all ITSM processes are audit-ready, compliant with regulatory requirements, and properly documented in ServiceNow. - Define, measure, and report ITSM KPIs, ensuring continuous service improvements and adherence to SLAs/OLAs. Qualifications Required: - 8+ years of experience in ITSM with expertise in core ServiceNow ITSM functions. - Strong 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. - Expertise in ITIL frameworks and ITSM evolution in DevOps, Agile, and cloud-centric organizations. - Exposure to CMDB, IT Asset Management, and Major Incident Management is a plus. - Excellent communication and stakeholder management skills. - Experience in a regulated industry is a plus. - Strong automation mindset, with a focus on leveraging ServiceNow AI/ML capabilities, chatbot automation, and process orchestration. About Convera: Convera is a global company passionate about diversity and fostering a culture of inclusion and belonging. The organization offers competitive perks and benefits including a great salary, annual bonus opportunity, career growth, and development, as well as a flexible approach to work. Role Overview: You will be the Senior ITSM Manager- ServiceNow responsible for leading and optimizing Change Management, Problem Management, Incident Management, and Knowledge Management processes. Your role is crucial in ensuring smooth IT service delivery, minimizing risks, and driving continuous improvement across the ITSM landscape. The ideal candidate will be a ServiceNow expert with a deep understanding of ITIL frameworks and governance models. You will play a key role in evolving IT Service Management (ITSM) in a fully cloud-native environment, focusing on automation, AI adoption, and ServiceNow optimization. Key Responsibilities: - Own and enhance Change, Problem, Incident, and Knowledge Management processes, aligning them with ITIL best practices and business objectives. - Drive the adoption of a structured knowledge repository, fully utilizing ServiceNow Knowledge Management capabilities for self-service and support teams. - Chair Change Advisory Board (CAB) meetings, standardize change workflows, and minimize service disruptions while overseeing the Change Management process. - Establish proactive problem management practices, automate incident correlation and root cause analysis, and drive knowledge sharing. - Leverage ServiceNow to automate and improve ITSM processes, ensuring seamless execution, reporting, and compliance. - Act as an internal advocate for ServiceNow capabilities, conduct trainings, demos, and roadshows to increase awareness and adoption of its features. - Work closely with IT Operations, Security, Engineering, and Business teams to ensure ITSM processes are understood, adopted, and optimized. - Ensure all ITSM processes are audit-ready, compliant with regulatory requirements, and properly documented in ServiceNow. - Define, measure, and report ITSM KPIs, ensuring continuous service improvements and adherence to SLAs/OLAs. Qualifications Required: - 8+ years of experience in ITSM with expertise in core ServiceNow ITSM functions. - Strong hands-on experience with ServiceNow, including workflow auto
