Senior Technical Lead-ServiceNow/ITSM

About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. 

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Position: Senior Technical Lead for ServiceNow/ITSM

Location: Remote within United States

As a Senior Technical Lead for ServiceNow/ITSM Transformation Leader, you will be a single threaded owner responsible for both developing a future state vision of ITSM at Zscaler and delivering that vision through an ongoing value stream of projects and enhancements. You will be responsible for designing and implementing ITSM processes that align with industry best practices, as well as lead the implementation and adoption of ITSM processes, working closely with cross-functional departments and IT teams.  You will drive standard work for IT operations and functional operations across the company, ultimately reducing non-value add work and increasing employee effectiveness.

Responsibilities - What You’ll Do:

• Act as a trusted advisor and provide guidance on ITSM best practices.
• Collaborate with stakeholders to understand business needs and translate them into comprehensive ITSM solutions.
• Conduct thorough requirements gathering sessions with stakeholders to identify pain points, operational challenges, and desired outcomes.
• Analyze existing ITSM processes and identify areas for improvement, efficiency gains, and automation opportunities.
• Perform an ongoing gap analysis with current process and ITSM/ITIL best practices and identify opportunities to reduce waste via standard work / standard process.
• Develop and own an ITSM roadmap across both IT for IT use cases and business workflow use cases.
• Lead the implementation of ITSM solutions for the program (collaborating with development team), including configuring and customizing software applications, defining service catalogs, developing automation workflows, and integrating systems. 
• Lead the charge towards a unified CMDB, ensuring ongoing data quality and data integrity.
• Lead administration, application development, maintenance, and technical support by using product best practices and techniques to configure robust solutions.
• Establish performance metrics and key performance indicators (KPIs) to measure the effectiveness of ITSM solutions.
• Conduct ad-hoc training sessions and workshops to educate end-users and IT teams on ITSM processes, tools, and functionalities.

Qualifications/Your background:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 8+ years of hands-on development and deployment experience with the ServiceNow platform.
• Proven experience as an ITSM Solutions Architect, IT Operations Manager, or a similar role. 
• Experience in defining business and IT services.
• Project management experience, including the ability to lead and deliver projects within scope, budget, and timelines.
• Visionary and thought leader that leads organization towards continued excellence.
• Strong problem-solving and troubleshooting skills, with the ability to analyze complex issues and provide effective solutions.
• Excellent communication and collaboration skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• ITIL Foundations Certification v4
• ITIL Expert v3 or ITIL v4 Managing Professional highly desired.
• ServiceNow certifications, such as Certified System Administrator and Certified Application Developer, are highly desirable.
• Strong understanding of ServiceNow ITSM, ITOM, SecOps, CMDB, and Discovery modules, as well as platform capabilities.
• Proficiency in ServiceNow