ServiceNow ITSM Manager

Crowe • Washington, DC

3d

About The Position

Crowe is seeking an experienced ServiceNow ITSM Manager to support the delivery of ITIL-aligned digital workflows on the ServiceNow platform. In this hands-on role, you will design, configure, and enhance ITSM solutions that help clients modernize their service delivery operations.

Requirements

• 5+ years professional experience, including 2+ years hands-on ServiceNow ITSM work.
• Proven ability to configure and implement core ITSM modules and workflows.
• Strong communication and documentation skills; consulting experience a plus.
• Willingness to travel up to 30% for client engagements.

Nice To Haves

• Strong JavaScript skills and proficiency with ServiceNow scripting methods and APIs.
• Expertise across ITSM processes and ITIL-based workflow design.
• Experience with integrations (REST/SOAP), automation, and CMDB fundamentals.
• Ability to solve complex problems and work independently in a fast-paced environment.
• ServiceNow CSA – Required
• ServiceNow CIS–ITSM – Preferred
• CAD, ITIL Foundation – Preferred

Responsibilities

• Configure and enhance core ITSM applications (Incident, Problem, Change, Request, Knowledge, Survey, Service Catalog).
• Build workflows, automations, and integrations using ServiceNow scripting and Flow Designer.
• Build and configure advanced assignment rules and on-call schedules.
• Configure and optimize the Service Operations Workspace, Employee Service Center, and Mobile experience.
• Develop and optimize Service Catalog items, SLAs/OLAs, CMDB structures and relationships.
• Understand the definitions and construct of the Common Service Data Model (CSDM)
• Translate business requirements into scalable, ITIL-based technical solutions within the Agile framework.
• Troubleshoot issues, support testing cycles, and participate in deployment activities.
• Ability to lead client-facing workshops, gather requirements, and educate clients on best practices for ITSM.
• Partner with architects and client stakeholders to ensure quality and alignment with best practices.
• Produce clear technical documentation and contribute to continuous platform improvement.

Benefits

• comprehensive total rewards package
• chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees