ITSM Process Owner

Job Description: ITSM Process Owner (1 Position)

About the Role

We are seeking an experienced ServiceNow ITSM Process Owner to design, develop, optimize, and govern IT Service Management capabilities across the enterprise. This role requires deep expertise and experience in ServiceNow, deep knowledge of ITIL processes (must have), automation, and AI driven service operations. You will be responsible for architecting scalable workflows, enhancing service experiences through predictive intelligence, and enabling proactive incident prevention.

Key Responsibilities

1. ServiceNow Process Design & Configuration

• Plan, design, and configure new ServiceNow processes and enhance existing ITSM modules.

• Translate business requirements into scalable workflows, forms, integrations, and automations.

• Ensure enhancements conform to design standards, architectural guardrails, and compliance controls.

2. Development & Workflow Engineering

• Configure, verify, test, and document ServiceNow workflows, Flow Designer actions, business rules, and UI policies.

• Implement intelligent automation using Predictive Intelligence, Virtual Agent, and AI Search.

• Develop integrations with CMDB, incident/problem/change, and other ITSM processes.

3. Systems Design & Architecture

• Review and improve system components against specifications and best practices.

• Aligning with enterprise AI architecture, security, and platform strategies.

• Drive modernization aligned to digital transformation goals.

4. AI-Enabled ITSM & Incident Prevention (AIML will be good to have)

• Implement solutions to predict, detect, and prevent incidents using ML and anomaly detection.

• Enhance workflows with automation, insights, and self-healing capabilities.

• Ensure compliance and responsible AI governance.

5. Operational Excellence & ITIL Governance

• Lead RCA for major incidents and recurring problems.

• Improve ITSM maturity across Incident, Problem, Change, Request, Knowledge, and Asset processes.

• Drive service consistency, compliance, and collaboration.

Required Skills & Qualifications

Technical Skills

• Hands-on experience with ServiceNow ITSM modules.

• In-Depth knowledge of ITSM Processes (Incident, Change, Problem Management and others are required)

• Strong proficiency with: Workflow/Flow Designer, Predictive Intelligence, Virtual Agent, CMDB.

• Experience in automation and AI enabled workflow design.

• Understanding of AI architecture

ITSM & Process Skills

• Deep ITIL expertise (v4).

• Strong analytical skills for RCA and trend analysis.

• Experience with design standards and compliance requirements.

Preferred Qualifications

• ServiceNow CSA

• ITSM, Discovery, CMDB, certifications

• ITIL V4 Foundation/Intermediate/Expert

• Experience with AIOps platforms