Process Manager

seeking a Process Manager to design, standardize, and govern IT operational processes spanning the organization's core infrastructure and security technology stack including ServiceNow (ITSM/ITAM/ITOM), Dell hardware and endpoint lifecycle management, Cisco networking infrastructure, and Palo Alto Networks security operations. This role sits at the intersection of process governance and vendor technology, working closely with infrastructure engineering, network operations, security, and service desk teams to ensure that incident, change, request, asset, and problem management processes are consistently defined, documented, and enforced across all supported platforms. The Process Manager will be the connective tissue between ServiceNow as the system of record and the underlying Dell, Cisco, and Palo Alto technology teams executing day-to-day operations. Key Responsibilities Own and continuously improve core ITSM process areas (Incident, Problem, Change, Request, and Asset Management) within ServiceNow, ensuring alignment with ITIL best practicesPartner with infrastructure and network engineering teams to define and document processes governing Dell hardware/endpoint lifecycle (procurement, deployment, refresh, retirement) within ServiceNow ITAMEstablish and maintain change and configuration management processes for Cisco networking infrastructure, ensuring CMDB accuracy and proper change governance for network changesDesign and enforce security-related operational processes in coordination with the security team for Palo Alto Networks firewall, security policy, and incident response workflowsServe as process owner/SME across cross-functional teams, facilitating process workshops, gap analyses, and continuous improvement initiativesDevelop and maintain process documentation, workflow diagrams, RACI matrices, and SOPs for all governed processesMonitor process KPIs/SLAs (e.g., ticket resolution times, change success rates, CMDB accuracy) and drive corrective action where performance gaps existSupport ServiceNow platform governance, including workflow configuration requests, module rollouts, and integration with vendor tools (Dell, Cisco, Palo Alto) where applicableLead or support audits and compliance reviews related to IT process adherence (e.g., NERC/CIP, internal controls) as applicable to the energy/utility environmentProvide training and process guidance to technical teams and service desk staff to ensure consistent adoption Required Qualifications 5+ years of experience in IT process management, ITSM, or IT service delivery, ideally within a large enterprise or utility/regulated environmentHands-on experience with ServiceNow, including ITSM modules (Incident, Problem, Change, Request) and familiarity with ITAM/CMDBWorking knowledge of infrastructure and security technologies from Dell (hardware/endpoint), Cisco (networking), and Palo Alto Networks (security/firewall) — deep engineering expertise not required, but strong operational/process fluency across these platforms is essentialStrong understanding of ITIL framework and process governance principles; ITIL Foundation certification preferredProven experience facilitating cross-functional process design and improvement initiatives with technical and non-technical stakeholdersExcellent documentation, communication, and stakeholder management skillsBachelor's degree in Information Technology, Business, or related field (or equivalent experience) Preferred Qualifications Experience in a utility, energy, or NERC/CIP-regulated environmentServiceNow certification(s) (e.g., CSA, ITSM Implementation Specialist) a plusExperience with vendor/asset lifecycle management programs spanning hardware refresh cycles, network infrastructure changes, and security policy governanceFamiliarity with change advisory board (CAB) processes and enterprise change management at scale Location & Work Arrangement This role is based out of the AOB office in FT Lauderdale Florida on a hybrid schedule. Occasional travel to the Juno Beach Head Quarters and Miami office may be required to support cross-site process alignment, stakeholder workshops, or infrastructure/security team engagements. Candidates should be based within a commutable distance of the Palm Beach / Broward / Miami-Dade corridor. Powered by JazzHR bjcndTmSOe