Senior Staff Engineer - ServiceNow ITSM

Company Description

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (19000+ experts across 33 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Job Description

• Plan Service Delivery workflows and translate requirements for development.
• Maintain standards and approaches defined for the Service Request process.
• Vet all incoming enhancement requests related to portal/catalog items.
• Serve as a Business Analyst for all catalog-related requests.
• Represent Network Connectivity Services requirements with the ServiceNow team, ensuring successful integration.
• Lead the design, implementation, and maintenance of ITSM processes using ServiceNow, ensuring alignment with industry best practices.
• Manage and optimize the ServiceNow platform to support ITSM processes, including Incident Management, Problem Management, Change Management, and Service Catalog.
• Collaborate with stakeholders to define and document business requirements, translating them into technical solutions on the ServiceNow platform.
• Develop and deliver training programs to educate users on ITSM processes and the effective use of ServiceNow.
• Monitor and analyze ITSM metrics, generating reports to identify trends, areas for improvement, and opportunities for automation.

Qualifications

Must have Skills: ITSM tools, IT Service Management with Atlassian Solutions, ServiceNow.

• Bachelor's degree in information technology, Computer Science, or a related field.
• Advanced degree preferred.
• Minimum of 5 years of experience in IT Service Management, with at least 5 years of hands-on experience with ServiceNow.
• Proven track record of successful ServiceNow implementations and process improvements.
• Strong understanding of ITIL frameworks and their application within an ITSM context.
• Strong understanding of Network Connectivity Services workflow including LAN, WAN, Datacenter and Network Security.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Analytical mindset with the ability to troubleshoot complex issues and develop innovative solutions.
• Leadership experience with a demonstrated ability to lead and mentor a team.
• ServiceNow certifications, such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS), are highly desirable.