Senior ITSM ServiceNow Analyst

Job Description
The ITSM Process Analyst – Sr ServiceNow Engineer is responsible for working within the team to own and govern IT Service Management (ITSM) processes across the organization, ensuring alignment with ITIL best practices. This role chairs key process governance meetings such as the Change Advisory Board (CAB) and Major Incident Reviews, while also providing hands-on configuration and administration of ITSM workflows within ServiceNow. The ideal candidate combines process vision & leadership along with technical expertise within ServiceNow to drive continuous improvement and operational excellence. This position will report to the Senior IT Manager, Production Operations.

Responsibilities
 Process Ownership & Governance
  ○ Own and maintain ITSM processes including Incident, Problem, Change, Request, and Knowledge Management.
  ○ Chair and facilitate governance meetings such as CAB, Incident Review, and Problem Review.
  ○ Ensure compliance with ITI...