What are the responsibilities and job description for the Process Manager position at Five Rivers IT, Inc.?
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
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.
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 practices.
- Partner with infrastructure and network engineering teams to define and document processes governing Dell hardware/endpoint lifecycle (procurement, deployment, refresh, retirement) within ServiceNow ITAM.
- Establish and maintain change and configuration management processes for Cisco networking infrastructure, ensuring CMDB accuracy and proper change governance for network changes.
- Design and enforce security-related operational processes in coordination with the security team for Palo Alto Networks firewall, security policy, and incident response workflows.
- Serve as process owner/SME across cross-functional teams, facilitating process workshops, gap analyses, and continuous improvement initiatives.
- Develop and maintain process documentation, workflow diagrams, RACI matrices, and SOPs for all governed processes.
- Monitor process KPIs/SLAs (e.g., ticket resolution times, change success rates, CMDB accuracy) and drive corrective action where performance gaps exist.
- Support ServiceNow platform governance, including workflow configuration requests, module rollouts, and integration with vendor tools (Dell, Cisco, Palo Alto) where applicable.
- Lead or support audits and compliance reviews related to IT process adherence (e.g., NERC/CIP, internal controls) as applicable to the energy/utility environment.
- Provide training and process guidance to technical teams and service desk staff to ensure consistent adoption.
- 5 years of experience in IT process management, ITSM, or IT service delivery, ideally within a large enterprise or utility/regulated environment.
- Hands-on experience with ServiceNow, including ITSM modules (Incident, Problem, Change, Request) and familiarity with ITAM/CMDB.
- Working 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 essential.
- Strong understanding of ITIL framework and process governance principles; ITIL Foundation certification preferred.
- Proven experience facilitating cross-functional process design and improvement initiatives with technical and non-technical stakeholders.
- Excellent documentation, communication, and stakeholder management skills.
- Bachelor's degree in Information Technology, Business, or related field (or equivalent experience).
- Experience in a utility, energy, or NERC/CIP-regulated environment.
- ServiceNow certification(s) (e.g., CSA, ITSM Implementation Specialist) a plus.
- Experience with vendor/asset lifecycle management programs spanning hardware refresh cycles, network infrastructure changes, and security policy governance.
- Familiarity with change advisory board (CAB) processes and enterprise change management at scale.
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.