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ITSM Manager, Service

Job in San Jose, Santa Clara County, California, 95199, USA
Listing for: TechDigital Group
Full Time position
Listed on 2026-02-26
Job specializations:
  • IT/Tech
    IT Consultant, IT Project Manager
Salary/Wage Range or Industry Benchmark: 80000 - 120000 USD Yearly USD 80000.00 120000.00 YEAR
Job Description & How to Apply Below
Position: ITSM Manager, Service Now

Required Skills :
Job Description:

Service Now Functional Consultants have expertise in the technology environment of Service Now. They are responsible for software-specific design and realization, as well as testing, deployment and release management, or technical and functional application management of Service Now based solutions. These roles also require functional and methodological capabilities in testing and training.

Responsibilities
  • Designing and implementing enterprise scale Service Now solutions
  • Collaborating with clients to design innovative solutions with a strong user experience
  • Designing digital prototypes and proof of concepts to demonstrate how clients' needs can be met with the Service Now solution
  • Aligning and leading Service Now implementations following WK standards designs and best practices
  • Preparing and deploying Rainier (Service Now) solutions to Test and Production environments
  • Requirements
  • Experience developing Service Now solutions
  • Strong delivery experience leveraging major capabilities within the Service Now Platform, Cloud services, Right scale, Vistarta, BDNA and other such PaaS offerings
  • Experience in managing (small) teams and delivery experience with multiple software methodologies such as Agile and waterfall
  • Excellent problem solving and communication skills
  • Strong team player
  • Communicative and able to get good solutions in consultation with the customer
  • Service Now Certified Administrator
  • Bachelor degree or equivalent
  • Additional Responsibilities
  • To adhere to quality standards, regulatory requirements and company policies
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
  • To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
  • To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team.
  • To provide support for on-call escalations or L3 level support and doing incident and problem management
  • Work on value adding activities such as Knowledge base update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring drives.
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