ServiceNow Governance Specialist

As a
Service Now Governance Specialist , you will:

• Establish, maintain, and improve operational governance frameworks, processes, and documentation supporting OT service delivery.
• Develop and maintain Standard Operating Procedures (SOPs), L5 procedures, work instructions, and governance records.
• Manage CMDB governance initiatives to improve data completeness, accuracy, consistency, and quality.
• Design, document, and optimize Service Now and Planon operational workflows.
• Support service transition, service acceptance, change management, and configuration management processes.
• Create and maintain Service Now reports, dashboards, and operational KPIs to monitor process performance.
• Maintain process repositories, knowledge articles, and operational documentation in line with organizational standards.
• Support governance reviews, audits, and compliance assessments.
• Identify process gaps and implement Continuous Service Improvement (CSI) initiatives.
• Ensure operational processes and documentation remain standardized, auditable, and aligned with governance requirements.

• 8-10 years of relevant professional experience in Service Now process administration, CMDB governance, IT service management, or operational governance.
• Strong experience with Service Now administration, reporting, and dashboarding.
• Expertise in CMDB data quality management, governance, completeness, and accuracy improvement.
• Knowledge of ITIL v4 Foundation principles and ITIL process management.
• Experience in process design, process mapping, and operational workflow documentation.
• Hands-on experience developing SOPs, L5 procedures, work instructions, and governance documentation.
• Understanding of operational governance frameworks, service transition, and service acceptance.
• Knowledge of change management and configuration management processes.
• Experience with Planon operational workflows.
• Familiarity with KPI reporting, audit requirements, and compliance controls.

• Analyze existing operational processes and identify areas for improvement.
• Define CMDB data quality metrics and implement corrective action plans.
• Develop clear, structured, and audit-ready process documentation.
• Create and maintain dashboards and reports to track operational performance.
• Collaborate with cross-functional teams to standardize workflows and governance practices.
• Support governance assessments, compliance reviews, and service acceptance activities.
• Drive continuous improvement initiatives to enhance process efficiency and data integrity.
• Ensure compliance with organizational policies, documentation standards, and operational controls.

• An opportunity to contribute to operational governance and IT service management initiatives.
• Exposure to Service Now, CMDB governance, and Planon operational workflows.
• The opportunity to drive process standardization, data quality improvements, and continuous service improvement.

Want to discuss this opportunity in more detail? Feel free to reach out.