ServiceNow Process Lead

ServiceNow Process Lead

Key Responsibilities

• Lead the design, development, and optimization of ITSM processes (Incident, Problem, Change, Request, Knowledge, etc.) within ServiceNow.
• Collaborate with stakeholders to define process requirements, objectives, and KPIs, ensuring alignment with business goals and ITIL best practices.
• Translate business requirements into ServiceNow solutions, including workflows, automation, and reporting.
• Oversee ServiceNow process implementations, upgrades, and enhancements, ensuring quality and compliance.
• Develop and maintain process documentation, standards, and training materials.
• Monitor process performance, analyze metrics, and drive continuous improvement initiatives.
• Provide expert guidance and mentorship to process owners, administrators, and development teams.
• Manage stakeholder communications and facilitate process workshops and training sessions.
• Ensure process governance and adherence to compliance, audit, and security requirements.
• Stay current with ServiceNow platform updates and best practices, recommending improvements as appropriate.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
• 10–12 years of experience in IT Service Management, with a strong focus on process design, optimization, and ServiceNow platform delivery.
• Deep understanding of ITIL principles and practical experience implementing ITSM processes.
• Proven track record of leading ServiceNow process implementations and enhancements.
• Strong analytical, problem-solving, and communication skills.
• Experience translating business requirements into technical solutions in ServiceNow.
• Ability to lead cross-functional teams and manage multiple priorities.
• Experience creating process documentation and training materials.

Preferred Qualifications

• ServiceNow certifications (e.g., Certified Implementation Specialist – ITSM, ServiceNow System Administrator).
• ITIL Expert or Practitioner certification.
• Experience with other ServiceNow modules (ITOM, HRSD, SecOps, etc.).
• Knowledge of Agile/Scrum methodologies.
• Experience working in large, complex enterprise environments.