ServiceNow ITSM Senior Staff

Crowe • Chicago, IL

2d

About The Position

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you’re trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That’s why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry. Job Description: Crowe is seeking an experienced ServiceNow ITSM Senior Staff professional 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

• 3+ 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

• Your exceptional people experience starts here. At Crowe, we know that great people are what makes a great firm. We care about our people and offer employees a comprehensive total rewards package.
• We will nurture your talent in an inclusive culture that values diversity.
• You will have the 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