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Strong employer brand, metro location, and hybrid flexibility increase applicant density but role's niche ServiceNow focus reduces it.
ServiceNow ITSM skills are specialized but transferable across enterprise IT environments, yielding moderate industry portability.
Explicit 8+ year requirement and mandatory ServiceNow/ITSM experience enforce strict screening.
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Lead and develop a team of IT Service Management (ITSM) specialists, including analysts, developers, and administrators, with a focus on coaching and team accountability.
Manage the ServiceNow platform implementation, configuration, maintenance, and optimization, ensuring alignment with ITIL best practices and ITSM processes.
Oversee ITSM processes (Incident, Problem, Change, Request, CMDB, Knowledge Management), track KPIs and SLAs, and serve as escalation point to resolve ITSM-related issues.
8+ years of experience in IT Service Management with at least 2–3 years in a leadership role.
Hands-on experience with ServiceNow or similar ITSM platforms including implementation and management.
Solid understanding of ITIL practices or equivalent experience.
Not explicitly mentioned in the JD: Notice period, mandatory degree, or location requirements.
Experienced leader skilled in managing and developing cross-functional ITSM teams in dynamic, multi-location environments.
Strong operational focus on ITSM platform management and ITIL process improvement.
Proficient in stakeholder management, able to translate technical details into business language for senior leadership.