Hello, I hope this email finds you well. My name is Aalind Gargav and I am a Technical Recruiter at Empower Professionals Inc. We have a ITSM Business analyst role with our client located in Aliso Viejo, CA If you have a matching candidate please send over a resume, after which I will give you a phone call to discuss further.
Role: ServiceNow ITSM Service/Process Owner Location: Aliso Viejo, CA (Hybrid. Locals only) Duration: 12+ Months
Must have: • 5+ years of experience Senior BA or Arch who has done ServiceNow implementation. • ITSM process analyst with ServiceNow. • ITSM Solution architect with ServiceNow.
Summary: • We are looking for a ServiceNow ITSM Process Owner to lead the design, implementation, and continuous improvement of IT Service Management (ITSM) processes within the ServiceNow platform. • This role is responsible for ensuring ITSM processes align with business objectives, industry best practices, and ITIL standards while driving efficiency, governance, and automation. • The ideal candidate will work closely with IT leaders, process owners, and stakeholders to optimize and enhance ITSM processes, ensuring seamless service delivery and operational excellence.
Responsibilities: • ITSM Process Ownership & Governance • Own and manage ITSM processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog, Service Level Management, and Knowledge Management. • Define ITSM process strategy, policies, and governance framework to ensure compliance with ITIL best practices and business objectives. • Collaborate with stakeholders to ensure ITSM processes are effectively implemented and continuously improved. • Monitor process performance and KPIs, ensuring continuous optimization and alignment with SLAs and business goals. ServiceNow ITSM Implementation & Enhancements • Lead the design, implementation, and optimization of ITSM processes in ServiceNow. • Work with ServiceNow developers and administrators to configure, customize, and enhance ITSM modules. • Identify opportunities to automate manual ITSM processes using ServiceNow workflows, Flow Designer, and integrations. • Ensure seamless integration of ITSM with other ServiceNow modules such as ITOM, CSM, and CMDB. Continuous Improvement & Reporting • Drive a culture of continual service improvement by analyzing performance data, identifying inefficiencies, and implementing enhancements. • Conduct regular service reviews with stakeholders to assess process effectiveness and identify areas for improvement. • Develop and maintain ITSM dashboards, reports, and metrics to track operational performance and compliance. Stakeholder Collaboration & Communication • Act as the primary point of contact for ITSM-related processes and ServiceNow ITSM functionality. • Engage with IT teams, business units, and leadership to understand requirements and ensure ITSM processes meet organizational needs. • Provide training, documentation, and guidance to users and stakeholders on ITSM processes and best practices.
Requirements: • 10+ years of experience in ServiceNow Platform with 7+ years in IT Service Management (ITSM) processes and governance. • 5+ years of hands-on experience with ServiceNow ITSM (configuration, implementation, and optimization). • Strong knowledge of ITIL framework and ITSM best practices. • Experience in defining, optimizing, and automating ITSM processes using ServiceNow. • Proven ability to analyze ITSM metrics, KPIs, and dashboards for continuous process improvement. • Strong project management and stakeholder management skills. • Experience in integrating ServiceNow ITSM with other IT systems (e.g., monitoring tools, CMDB, ITOM, and third-party applications). Soft Skills & Work Environment. • Excellent communication and leadership skills to drive process adoption and collaboration. • Ability to work in a fast-paced, cross-functional environment. • Strong analytical and problem-solving skills to assess ITSM effectiveness.
Preferred Certifications: • ITIL v4 Foundation or higher (ITIL Managing Professional, ITIL Strategic Leader preferred). • ServiceNow Certified System Administrator (CSA). • ServiceNow ITSM Implementation Specialist certification (CIS ITSM)
Role: ServiceNow ITSM Service/Process Owner Location: Aliso Viejo, CA (Hybrid. Locals only) Duration: 12+ Months
Must have: • 5+ years of experience Senior BA or Arch who has done ServiceNow implementation. • ITSM process analyst with ServiceNow. • ITSM Solution architect with ServiceNow.
Summary: • We are looking for a ServiceNow ITSM Process Owner to lead the design, implementation, and continuous improvement of IT Service Management (ITSM) processes within the ServiceNow platform. • This role is responsible for ensuring ITSM processes align with business objectives, industry best practices, and ITIL standards while driving efficiency, governance, and automation. • The ideal candidate will work closely with IT leaders, process owners, and stakeholders to optimize and enhance ITSM processes, ensuring seamless service delivery and operational excellence.
Responsibilities: • ITSM Process Ownership & Governance • Own and manage ITSM processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, Service Catalog, Service Level Management, and Knowledge Management. • Define ITSM process strategy, policies, and governance framework to ensure compliance with ITIL best practices and business objectives. • Collaborate with stakeholders to ensure ITSM processes are effectively implemented and continuously improved. • Monitor process performance and KPIs, ensuring continuous optimization and alignment with SLAs and business goals. ServiceNow ITSM Implementation & Enhancements • Lead the design, implementation, and optimization of ITSM processes in ServiceNow. • Work with ServiceNow developers and administrators to configure, customize, and enhance ITSM modules. • Identify opportunities to automate manual ITSM processes using ServiceNow workflows, Flow Designer, and integrations. • Ensure seamless integration of ITSM with other ServiceNow modules such as ITOM, CSM, and CMDB. Continuous Improvement & Reporting • Drive a culture of continual service improvement by analyzing performance data, identifying inefficiencies, and implementing enhancements. • Conduct regular service reviews with stakeholders to assess process effectiveness and identify areas for improvement. • Develop and maintain ITSM dashboards, reports, and metrics to track operational performance and compliance. Stakeholder Collaboration & Communication • Act as the primary point of contact for ITSM-related processes and ServiceNow ITSM functionality. • Engage with IT teams, business units, and leadership to understand requirements and ensure ITSM processes meet organizational needs. • Provide training, documentation, and guidance to users and stakeholders on ITSM processes and best practices.
Requirements: • 10+ years of experience in ServiceNow Platform with 7+ years in IT Service Management (ITSM) processes and governance. • 5+ years of hands-on experience with ServiceNow ITSM (configuration, implementation, and optimization). • Strong knowledge of ITIL framework and ITSM best practices. • Experience in defining, optimizing, and automating ITSM processes using ServiceNow. • Proven ability to analyze ITSM metrics, KPIs, and dashboards for continuous process improvement. • Strong project management and stakeholder management skills. • Experience in integrating ServiceNow ITSM with other IT systems (e.g., monitoring tools, CMDB, ITOM, and third-party applications). Soft Skills & Work Environment. • Excellent communication and leadership skills to drive process adoption and collaboration. • Ability to work in a fast-paced, cross-functional environment. • Strong analytical and problem-solving skills to assess ITSM effectiveness.
Preferred Certifications: • ITIL v4 Foundation or higher (ITIL Managing Professional, ITIL Strategic Leader preferred). • ServiceNow Certified System Administrator (CSA). • ServiceNow ITSM Implementation Specialist certification (CIS ITSM)