Sr. Process Engineer, DTIO ISM Solutions

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Service Now DTIO ISM Solutions is a team of talented and energetic people. They are responsible for the governance, management, and transformation of service management practices across the Digital Technology organization.

The Sr. Staff Process Engineer, DTIO ISM Solutions is responsible for guiding ITSM operational activities and driving strategic initiatives across the Digital Technology organization to improve and optimize service management practices.

• Guide managed service provider in delivery of ITSM operational activities
• Guide enterprise-wide strategic initiatives to improve and optimize IT and business service management practices across the organization.
• Drive continuous improvement efforts focused on operational efficiency, service quality, automation, and customer experience.
• Design, standardize, and mature service management process aligned with industry frameworks such as ITIL, Agile, Lean, and Dev Ops tenets.
• Partner with senior executives, operational teams, engineering teams, risk/governance groups, and business stakeholders to identify service management gaps, priorities, and transformation opportunities.
• Guide process engineering efforts across core service management functions including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Configuration Management.
• Collaborate with platform engineering and tool administration teams to optimize the Service Now platform
• Serve as a strategic advisor and subject matter expert for service management transformation, operational resilience, and process optimization initiatives.

• 10+ years of progressive experience in IT operations, service management, process engineering, or operational excellence roles within complex enterprise environments.
• Proven experience guiding a managed service provider in delivery of ITSM operational activities
• Proven experience guiding large-scale strategic initiatives focused on service management transformation, operational optimization, automation, and continuous improvement.
• Demonstrated success designing, implementing, and maturing enterprise service management processes across multiple functional areas.
• Deep expertise in IT service management frameworks including ITIL, Lean, Agile, and continuous improvement methodologies.
• Experience establishing operational KPIs, maturity models, service metrics, dashboards, and executive reporting frameworks.
• Hands‑on experience with enterprise service management platforms such as Service Now or comparable workflow automation technologies.
• Ability to guide cross-functional and distributed teams.

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here (). To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third‑party service.

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants…