Job Description

Team

ServiceNow Digital Technology Operations is a team of talented and energetic individuals. They are responsible for the design, build, support, and operation of our critical internal business services. The Staff Analyst works across the enterprise to monitor, evaluate and drive improvement of IT Service Management (ITSM) practices within ServiceNow internal services.

Role

The ServiceNow Staff Analyst, Digital Technology ITSM Governance plays a key role in championing best practices and driving continual process improvements across the Digital Technology organization. They are responsible for developing policies and standards for ITSM, educating practitioners on best practice tools and techniques, and ensuring processes are being effectively managed.

What you get to do in this role:

Develop and maintain IT service management policies, procedures, and standards.

Drive process definition, re-engineering, improvement and gap analysis of current/to-be processes

Ensure adherence with ITSM best practices and industry standards.

Promote continuous process improvement practices through process metrics/KPIs, dashboards

Assist in driving global service improvement programs.

Provide guidance and support to IT service management practitioners.

Develop and deliver employee training and awareness content