Sr. Staff Process Engineer, DTIO ISM Solutions

About the role

The Sr. Staff Process Engineer, DTIO ISM Solutions is responsible for guiding ITSM operational activities and driving strategic initiatives across the Digital Technology organization to improve and optimize service management practices.

Responsibilities

• Guide managed service provider in delivery of ITSM operational activities
• Guide enterprise-wide strategic initiatives to improve and optimize IT and business service management practices across the organization
• Drive continuous improvement efforts focused on operational efficiency, service quality, automation, and customer experience
• Design, standardize, and mature service management process aligned with industry frameworks such as ITIL, Agile, Lean, and DevOps tenets
• Partner with senior executives, operational teams, engineering teams, risk/governance groups, and business stakeholders to identify service management gaps, priorities, and transformation opportunities
• Drive process engineering efforts across core service management functions including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Configuration Management
• Collaborate with platform engineering and tool administration teams to optimize the ServiceNow platform
• Serve as a strategic advisor and subject matter expert for service management transformation, operational resilience, and process optimization initiatives

Qualifications

• 10+ years of progressive experience in IT operations, service management, process engineering, or operational excellence roles within complex enterprise environments
• Proven experience guiding a managed service provider in delivery of ITSM operational activities
• Proven experience guiding large-scale strategic initiatives focused on service management transformation, operational optimization, automation, and continuous improvement
• Demonstrated success designing, implementing, and maturing enterprise service management processes across multiple functional areas
• Deep expertise in IT service management frameworks including ITIL, Lean, Agile, and continuous improvement methodologies
• Experience establishing operational KPIs, maturity models, service metrics, dashboards, and executive reporting frameworks
• Hands-on experience with enterprise service management platforms such as ServiceNow or comparable workflow automation technologies
• Ability to guide cross-functional and distributed teams

Additional Information

Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.