Job Title: ServiceNow Service Management Incident Process Owner

Job ID: 2024-12791

Job Location: Remote (EST/CST)

Job Travel Location(s):

# Positions: 1

Employment Type: W2

Duration: Long Term

# of Layers: 0

Work Eligibility: All Work Authorizations are Permitted – No Visa Transfers

Key Technology: ServiceNow, Service Management, Process Ownership 

Job Responsibilities:

Review, recommend, design, and drive implementation of enhancements to the incident process.

Document and maintain incident process and procedures.

Participate in Agile process, story discussions and other Agile process areas.

Review stories for accurate definition and acceptance criteria.

Participate in requirements discussions and help resolve cross-functional conflicts.

Provide formal process testing and UAT sign-off.

Ensure consistent execution of the process across the organization.

Consult and influence Service Owners/Managers on proper implementation of the Common Service Data Model (CSDM).

Document and maintain service process and procedures.

Work closely with the platform owner and stakeholders to prioritize the relevant backlog.

Actively participate in project and scrum meetings.

Partner with other business functions to support cross functional projects and modernization initiatives across the organization.

Participate in project and governance meetings to ensure proper alignment across multiple functions and towers.

Manage process workload and SLA’s.

Participate in platform upgrades.

Demonstrate a strong technical acumen and capability, with proven results.

Champion ServiceNow space and drive best practices.

Measure and manage key indicators to drive global adoption of the Incident Management Process.

Skills and Experience Required:

Required:

5+ years’ experience with increasing management of ServiceNow Incident Process Ownership.

Established knowledge in ServiceNow and ITIL.

Strong written and verbal communication skills.

Skilled servant leader and able to work with a diverse team of IT professionals.

Experience working with a global team across multiple regions and time zones.

Experience working in a matrixed organization.

Working knowledge of various best practice frameworks including ITIL, service management, Agile/scrum, project management, etc.

Desired:

ITSM Certification

Education:

Bachelor’s Degree in Computer Science or related discipline.