IT Service Management (ITSM) and ServiceNow Delivery Specialist

PURPOSE OF THE JOB

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.

Essential Duties And 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.
• 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.

Required Education And Experience

• 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.

Preferred Education And Experience

• Experience with Agile methodologies, Scrum, Kanban, and project management practices.
• Strong understanding of data governance and compliance requirements.
• Understanding of automation.

Software Applications

• ServiceNow
• Jira
• Workday

Why Join ICW Group?

• Challenging work and the ability to make a difference
• You will have a voice and feel a sense of belonging
• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
• Bonus potential for all positions
• Paid Time Off
• Paid holidays throughout the calendar year
• Want to continue learning? We’ll support you 100%
• ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer

Job Category

IT

Job Type

Full time

Req ID

JR101536