Sr. Staff Process Engineer, DTIO ISM Solutions

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Team
ServiceNow DTIO ISM Solutions is a team of talented and energetic people. They are responsible for the governance, management, and transformation of service management practices across the Digital Technology organization. 

Role
The Sr. Staff Process Engineer, DTIO ISM Solutions is responsible for guiding ITSM operational activities and driving strategic initiatives across the Digital Technology organization to improve and optimize service management practices.

What you get to do in this role:

• Guide managed service provider in delivery of ITSM operational activities
• Guide enterprise-wide strategic initiatives to improve and optimize IT and business service management practices across the organization.
• Drive continuous improvement efforts focused on operational efficiency, service quality, automation, and customer experience.
• Design, standardize, and mature service management process aligned with industry frameworks such as ITIL, Agile, Lean, and DevOps tenets.
• Partner with senior executives, operational teams, engineering teams, risk/governance groups, and business stakeholders to identify service management gaps, priorities, and transformation opportunities.
• Guide process engineering efforts across core service management functions including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Configuration Management.
• Collaborate with platform engineering and tool administration teams to optimize the ServiceNow platform
• Serve as a strategic advisor and subject matter expert for service management transformation, operational resilience, and process optimization initiatives.

Qualifications

To be successful in this role, we need someone who has:

• 10+ years of progressive experience in IT operations, service management, process engineering, or operational excellence roles within complex enterprise environments.
• Proven experience guiding a managed service provider in delivery of ITSM operational activities
• Proven experience guiding large-scale strategic initiatives focused on service management transformation, operational optimization, automation, and continuous improvement.
• Demonstrated success designing, implementing, and maturing enterprise service management processes across multiple functional areas.
• Deep expertise in IT service management frameworks including ITIL, Lean, Agile, and continuous improvement methodologies.
• Experience establishing operational KPIs, maturity models, service metrics, dashboards, and executive reporting frameworks.
• Hands-on experience with enterprise service management platforms such as ServiceNow or comparable workflow automation technologies.
• Ability to guide cross-functional and distributed teams.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation