ServiceNow

Sr. Staff Process Engineer, DTIO ISM Solutions

ServiceNow$120K — $150K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years of experience in IT operations or service management roles
  • Proven track record guiding managed service providers in ITSM delivery
  • Experience leading large-scale service management transformation initiatives
  • Success in designing and implementing enterprise service management processes
  • In-depth knowledge of ITIL, Lean, Agile frameworks
  • Hands-on experience with ServiceNow or similar platforms
  • Ability to lead cross-functional teams effectively

Responsibilities

  • Guide managed service provider to deliver ITSM operational activities
  • Drive enterprise strategic initiatives to optimize IT and business service management
  • Implement continuous improvement efforts emphasizing efficiency and service quality
  • Design and mature service management processes aligned with industry frameworks
  • Identify service management gaps and transformation opportunities with stakeholders
  • Lead process engineering across core service management functions
  • Optimize the ServiceNow platform in collaboration with engineering teams

Benefits

  • Flexible work options including remote and in-office roles
  • Supportive company culture promoting trust and collaboration
  • Opportunities for continuous professional development
Full Job Description
Job Description

Team
ServiceNow 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.

Role
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.

What you get to do in this role:
  • 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 DevOps 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 ServiceNow platform
  • Serve as a strategic advisor and subject matter expert for service management transformation, operational resilience, and process optimization initiatives.


Qualifications

To be successful in this role, we need someone who has:
  • 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 ServiceNow or comparable workflow automation technologies.
  • Ability to guide cross-functional and distributed teams.


Additional Information

Work Personas

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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

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Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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