Mid ServiceNow ITSM Process Systems Engineer

We are seeking a dynamic and detail-oriented Mid ServiceNow ITSM Process Systems Engineer to lead an effort to review and update IT Service Management (ITSM) processes on the ServiceNow platform. This role bridges the gap between business requirements and technical implementation by documenting and optimizing ITSM processes such as Incident, Problem, Change, as well as service catalog processes to ensure they utilize and update the CMDB.

Requirements

• Document existing processes, optimize processes, define new processes, and coordinate deployment of new ITSM processes in ServiceNow according to ITIL best practices.
• Translate business requirements into functional and technical specifications for platform development.
• Collaborate with process owners, stakeholders, and developers to implement and optimize workflows, forms, SLAs, notifications, and automation.
• Lead process workshops and working sessions to define current/future state and recommend best-in-class solutions.
• Ensure alignment of ITSM modules with organizational goals, compliance needs, and platform standards.
• Conduct gap analyses, identify improvement opportunities, and support process reengineering efforts.
• Assist with testing, user training, documentation, and transition to support.
• Participate in upgrades, patching, and roadmap planning for ITSM capabilities.