ITIL Service Management Senior

OneAmerica Financial•Indianapolis, IN

7d•Hybrid

About The Position

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives! The ITIL Service Management Senior role leads the strategy, governance, design, and continuous improvement of Change Management and Service Catalog Management within the ServiceNow platform. The position ensures changes are well‑controlled and low‑risk while maintaining an accurate, user‑friendly service catalog that supports efficient IT service delivery across the organization. This role heavily collaborates with infrastructure, application, security, operations, business teams, and managed service providers to deliver mature, optimized, and compliant ITSM processes aligned with ITIL and ServiceNow best practices.

Requirements

Bachelor’s degree or equivalent experience.
5+ years ITSM work experience.
3+ years hands-on with ServiceNow (Change Mgmt & Service Catalog).
Strong ITIL knowledge and experience with workflows, automation, Flow Designer, RACI, and service fulfillment.
Understanding of infrastructure, cloud, application, and DevOps environments.
Strong understanding of operational dependencies across infrastructure, cloud, application, and DevOps environments.

Nice To Haves

ITIL v3 or ITIL 4 Certification.
ServiceNow Certified System Administrator (CSA).
ServiceNow CIS – ITSM or CIS – Change Management.
Experience managing enterprise or global-scale Change and Catalog processes.
Experience with Agile, DevOps, CI/CD pipelines, and release automation.

Responsibilities

Develop and govern the Change Management strategy, policies, and maturity roadmap.
Lead or participate in CAB meetings.
Ensure alignment with ITIL/ServiceNow standards and guide MSP teams.
Own the strategy and lifecycle of the enterprise Service Catalog.
Define catalog structure, workflows, request models, and fulfillment processes.
Maintain accurate, intuitive catalog content with service owners.
Continuously improve change and catalog workflows.
Ensure alignment with Incident, Problem, CMDB/CSDM, Asset, Release, and Request Fulfillment processes.
Oversee configuration, automation, templates, and risk/impact models.
Partner with developers and architects to implement enhancements.
Develop dashboards and KPIs (e.g., change success rate, catalog cycle times).
Provide executive reporting.
Support audits and ensure compliance with internal and regulatory controls.
Train and coach teams.
Serve as SME for Change Management and the Service Catalog.
Collaborate with MSPs for consistent service delivery.