ServiceNow Manager - ITSM

Job Title: ITSM Consultant/Manager:

Role :

We are seeking an ITSM consultant to lead and practice ITSM process evaluation. The ideal candidate is responsible for driving the strategic development, implementation, and continuous improvement of IT Service Management (ITSM) processes and solutions within Highmark. This individual will leverage deep expertise in ITSM principles and extensive hands-on experience with the ServiceNow platform to optimize service delivery, enhance operational efficiency, and ensure alignment with business objectives.

Responsibilities:

• Experience in successfully using process capability tools to assess process effectiveness
• Serve as a subject matter expert for ITSM best practices (ITIL, COBIT) and ServiceNow capabilities.
• Collaborate with business stakeholders, IT leadership, and end-users to understand requirements, define scope, and develop comprehensive ITSM strategies.
• Experience in translating Industry Best Practices into practical, usable, standard Service management processes
• Conduct current state assessments, identify gaps, and recommend solutions for process improvement and tool optimization across various ITSM modules
• Develop and implement methodologies for measuring benefits realization and calculating Return on Investment (ROI) for ITSM initiatives and ServiceNow implementations, presenting findings to leadership.
• Assist/Support the strategic development and optimization of Knowledge Management processes and solutions to enhance self-service capabilities and reduce support costs.
• Identify opportunities for automation and efficiency gains within IT service delivery processes, including leveraging knowledge management for incident deflection and faster resolution.
• Performing tasks & activities constituting ITSM Process deliverables, structuring them logically - planning, risk identification & mitigation, dependency analysis
• Provide guidance, support, and professional development opportunities to team members.
• Continual assessment of demand relative to team skill sets, capabilities, and experience and establish staffing and training plans to close gaps.
• Managing platform demand and capacity planning for the admin team
• Manage ITSM/ServiceNow projects from initiation to closure, ensuring on-time, on-budget, and in-scope delivery.

Qualifications:

• Bachelors degree.
• ITIL 3 or 4 foundations preferred certification
• Minimum of 8-10 years of progressive experience in IT Service Management roles.
• Minimum of 5-7 years of hands-on experience with ServiceNow implementation, configuration, and administration across multiple modules.
• Minimum of 3-5 years of experience managing, leading, or mentoring a team of IT professionals or developers.
• Proven experience in leading successful ITSM/ServiceNow projects.
• Excellent presentation skills, particularly in articulating ROI and value propositions to executive leadership.
• Experience in the healthcare industry is a plus.

Preferred Skills:

• Experience with ITSM implementation.
• ITIL V3 or V4 Foundation certification (required).
• ServiceNow Certified System Administrator (CSA).
• Proven ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong interpersonal skills and ability to build relationships at all levels
• Emphasize the ability to communicate business benefits and financial returns effectively.
• Experience with Now Assist and proven track record of value realization is preferred