Senior Engineer, ITSM & Knowledge Lead

Senior Engineer, ITSM & Knowledge Lead

The Senior Engineer, ITSM & Knowledge Lead is accountable for stakeholder engagement and outcomes across IT Service Management (ITSM) processes and the Service Now Knowledge Base. This role owns the domain backlog and KPIs, drives process improvements and operational reporting, and governs knowledge content quality and lifecycle to increase self-service adoption and reduce operational noise. Working as part of a globally distributed Service Now team, the role partners closely with platform leadership, operations teams, and domain owners to ensure solutions are supportable, measurable, and delivered in alignment with platform standards and release cadence across time zones.

Own ITSM and knowledge stakeholder relationships and outcomes, backlog, and KPIs

Own ITSM process improvement across incident, request, problem, and change; define reporting and success measures

Own Knowledge Base governance: content standards, lifecycle, quality controls, and deflection strategy

Drive prioritisation, requirements, and UAT sign-off for ITSM/knowledge enhancements and changes

Partner with operations and platform teams to reduce noise, automate recurring work, and improve stability

Collaborate effectively with a global Service Now team across time zones; align delivery with platform standards and releases

Strong stakeholder management; able to align IT operations and business partners to measurable ITSM outcomes

Solid ITIL/ITSM understanding with experience improving processes and operational reporting in enterprise environments

Knowledge management governance capability: content standards, lifecycle controls, and self-service adoption

Ability to translate operational pain points into structured backlogs, acceptance criteria, and measurable KPIs

Ability to operate effectively in a global, multi-timezone team with structured coordination and handoffs

Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren't just values—they're how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

Comprehensive medical, dental, and vision coverage

Including 100% coverage for out-patient in-network mental health services

Fertility coverage for eligible medical plan participants

Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

Student Loan Repayment Assistance and Tuition Reimbursement

401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

A variety of ways to prioritize much-needed time away from work including:

Flexible Paid Time Off (PTO) for exempt employees

3-weeks PTO for non-exempt employees

2-weeks paid Winter Break

10 Company Holidays (including Juneteenth and Wellbeing Day)

Summer Fridays (between Memorial Day and Labor Day)

Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer:
This job description only provides an overview of job responsibilities that are subject to change. Universal Music Group is an Equal Opportunity Employer. We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah. Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.