remote
ServiceNow IT Service Management ITSM Manager - EY
Software Engineer
Lead the design, implementation, and optimization of ServiceNow ITSM solutions, driving process automation and service excellence across the organization while managing cross‑functional teams and stakeholder expectations.
About the role
Key Responsibilities
- Architect, configure, and deploy ServiceNow ITSM modules (Incident, Problem, Change, Request) to meet business objectives.
- Lead a team of consultants and developers, providing technical guidance and ensuring best‑practice adherence.
- Collaborate with business stakeholders to translate requirements into scalable ServiceNow solutions.
- Drive continuous improvement initiatives, leveraging automation, reporting, and analytics to enhance service delivery.
- Manage project timelines, budgets, and risk mitigation strategies for multiple concurrent implementations.
Requirements
- 5+ years of hands‑on experience with ServiceNow ITSM, including module customization and integration.
- Strong understanding of ITIL processes and ability to align them with ServiceNow capabilities.
- Proven project management experience, preferably with Agile or Scrum methodologies.
- Experience integrating ServiceNow with cloud platforms (AWS, Azure, GCP) and third‑party tools.
- Excellent communication and stakeholder management skills, with a track record of delivering complex solutions on time.
Skills
servicenowitilproject management