IT Service Management (ITSM) and ServiceNow Delivery Specialist
ICW Group•San Diego, CA
•Hybrid
About The Position
The IT Service Management (ITSM) Service Delivery Specialist drives excellence in ITSM processes and solutions. The role ensures seamless service delivery, integration, and continuous improvement across the organization. The ITSM Service Delivery Specialist will play a strategic role in key initiatives, mentor team members, and partner with senior leadership to support enterprise-wide ITSM goals.
Requirements
- Bachelor’s degree in computer science, management information systems, engineering, or related field.
- Minimum 7-8 years of experience in ITSM, ServiceNow, and IT operations roles.
- Experience designing and successfully implementing a ServiceNow Request Management and Employee Center.
- Experience successfully implementing a ServiceNow-Workday integration and other enterprise system integrations.
- Expertise in Request Management, Service Catalog, CMDB, Event Management, SLA Management, Known Error.
- Experience in Database, Knowledge Management, Asset Management, Software Asset Management.
- Experience in requirement gathering, workflow design, and process optimization.
- Experience preparing and conducting ITSM process training and ServiceNow demos.
- Excellent analytical, problem-solving, and communication skills.
Nice To Haves
- Experience with Agile methodologies, Scrum, Kanban, and project management practices.
- Strong understanding of data governance and compliance requirements.
- Understanding of automation.
Responsibilities
- Design, enhance, and maintain ServiceNow modules including Request Management, Service Catalog, CMDB, Asset Management, Event Management, Employee Center, Virtual Agent, and Software Asset Management.
- Maintain and improve the ServiceNow Employee Center.
- Create intuitive, user-friendly experiences that enable self-service and streamline fulfillment of workflows.
- Collaborate with stakeholders to gather requirements, document workflows, and design scalable ServiceNow solutions that align with business needs.
- Design and optimize workflows for Request Fulfillment, Employee Center, Service Catalog, ServiceNow-Workday integration & other continuous improvement initiatives.
- Lead Workday–ServiceNow integration and other system integrations to streamline HR and IT processes.
- Ensure compliance with ITIL best practices and organizational standards.
- Collaborate with business units to understand needs and deliver tailored ITSM solutions.
- Provide training and support for ServiceNow functionalities and ITSM processes.
- Serve as a key liaison between technical teams and business stakeholders, ensuring clarity, alignment, and timely updates on project and service delivery outcomes.
- Identify automation and optimization opportunities within ITSM processes to improve service quality, reduce operational effort and enhance user satisfaction.
- Leverage a deep understanding of the ServiceNow platform to recommend best practices, identify improvement opportunities, and support integrations across ITSM modules.
- Implement and manage SLA/KPI tracking, ServiceNow analytics, service mapping, discovery, and service workflows.
- Monitor service performance, manage SLAs, and drive continuous improvement initiatives.
- Develop automation strategies to improve efficiency and reduce manual effort.
Benefits
- Generous medical, dental, and vision plans
- 401K retirement plans and company match
- Bonus potential for all positions
- Paid Time Off
- Paid holidays throughout the calendar year
- Support for continued learning
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
