POSITION OVERVIEWThe ITSM Advisor acts as a functional expert and is responsible for the evolution of ServiceNow ITSM modules, including incident, request, change, and problem management.
They serve as a reference point for ITSM processes and ensure alignment between business needs, ITIL best practices, and the capabilities offered by the ServiceNow platform. They work closely with development teams, service owners, operational stakeholders, and support teams to define, prioritize, and implement platform improvements.
The incumbent also plays an active role in the operational governance of incident, change, and problem management processes.
CHALLENGES TO BE METEvolution of ServiceNow ITSM Modules
- Ensure the vision and functional evolution of ITSM processes in ServiceNow.
- Identify opportunities to improve practices and workflows.
- Gather, analyze, and document business needs.
- Manage and prioritize the ITSM enhancement product backlog.
- Act as the main point of contact between operational teams and ServiceNow technical teams.
- Act as the functional lead for ServiceNow ITSM modules by defining business needs, prioritizing improvements, and working with development teams on implementation.
- Ensure functional governance of ServiceNow ITSM modules by defining business needs, prioritizing improvements, drafting functional requirements, and collaborating with development teams to deliver them.
- Participate in solution design and validate alignment with stated needs.
- Support functional testing (UAT) and validate deliverables before production release.
ITSM Governance and Continuous Improvement
- Maintain and evolve management processes for:
- incidents;
- changes;
- problems;
- service requests.
- Define and monitor key performance indicators (KPIs) associated with ITSM processes.
- Produce recommendations to improve the quality and efficiency of IT services.
Operational Management
- Participate in the coordination of major incidents when required.
- Lead or support post-incident reviews (PIRs).
- Contribute to the monitoring of recurring problems and coordinate problem management activities when required.
- Support governance of the change management process and ensure CAB activities when required.
- Coach and advise managers and support teams on the application of and compliance with ITSM processes.
WHAT WE ARE LOOKING FORRequired Qualifications- University or college diploma in computer science, technology management, or a related field.
- Minimum of 5 to 8 years of experience in IT service management.
- Significant experience with ServiceNow ITSM.
- Hands-on experience in incident, change, and problem management.
- Experience in an environment governed by ITIL best practices.
- Strong knowledge of ITSM processes (incident, problem, change, service request).
- Strategic mindset and continuous improvement orientation.
- Excellent analytical and problem-solving skills.
- Excellent facilitation and communication skills.
- Ability to influence without formal authority.
- Client-focused approach with a strong focus on business value.
- Leadership and ability to work with multiple stakeholders.
Preferred Qualifications- ITIL 4 Foundation or higher.
- ITIL 4 Specialist: Create, Deliver and Support.
- Certified Scrum Product Owner (CSPO).
