ServiceNow ITSM Lead

ServiceNow ITSM, Lead

Contract to hire

Hybrid in Iselin, NJ 4 days a week

Must have certifications, implementation experience, and strong lead experience

The ServiceNow ITSM (Information Technology Service Management) lead plays a critical role in driving the effectiveness, efficiency, and continuous improvement of IT service delivery across the organization. This individual is responsible for overseeing the implementation, support, and optimization of ServiceNow’s ITSM suite, ensuring that all IT processes align with best practices and business objectives. The ITSM lead acts as a bridge between IT teams, business stakeholders, and technology partners, fostering a culture of innovation and excellence.

Key Responsibilities:

• Strategic Leadership: Develop and execute the overall strategy for ServiceNow ITSM solutions to support business goals and evolve organizational needs.
• Process Ownership and Governance: Own and govern ITIL-based ITSM processes, including Incident, Problem, Change, Request, Knowledge, and governance of Configuration Management practices in partnership with CMDB and ITOM stakeholders
• Incident Management Leadership: Own and govern the end-to-end Incident Management process within ServiceNow, ensuring rapid restoration of services, effective prioritization, and consistent operational execution across all support tiers. Define severity models, escalation paths, and major incident criteria, serving as the executive escalation point for high impact and business critical incidents.
• Major Incident & Crisis Management: Lead and mature Major Incident Management (MIM) practices, including war room coordination, stakeholder communications, executive briefings, and post incident reviews. Ensure root cause analysis and corrective and preventive actions are captured and fed into Continuous Improvement processes.
• Asset Management Strategy and Lifecycle Governance: Define and execute the strategy for enterprise IT Asset Management within ServiceNow, covering CMDB, SAM, and HAM. Ensure full asset lifecycle visibility from request and procurement through deployment, maintenance, optimization, and retirement, driving cost transparency, risk reduction, and operational efficiency.
• Platform Management: Oversee the design, configuration, deployment, and administration of the ServiceNow ITSM platform, ensuring optimal performance and scalability.
• Continuous Improvement: Champion the adoption of best practices, process automation, and service enhancements to improve user experience and operational efficiency.
• Stakeholder Engagement: Collaborate with business units, IT teams, and executive leadership to understand needs, gather requirements, and prioritize enhancements.
• Team Leadership and Development: Lead, mentor, and develop a team of ServiceNow administrators, developers, and process owners; foster innovation and professional growth.
• Project Management: Oversee ITSM-related projects from inception to completion, managing timelines, budgets, and resources while ensuring successful delivery.
• Reporting and Analytics: Define, track, and report on key performance indicators (KPIs) and metrics to measure the quality and effectiveness of IT services.
• Vendor Management: Manage relationships with ServiceNow and other ITSM vendors, ensuring value from partners and adherence to contracts and SLAs.
• Risk and Compliance: Ensure ITSM processes and ServiceNow configurations support compliance with internal policies and applicable regulatory requirements (e.g., SOX, GDPR), in partnership with Risk, Legal, and Compliance teams.
• User Training and Support: Drive user adoption through effective communication, training programs, and ongoing support initiatives.

Professional Experience / Qualifications

• Bachelor's degree in information technology, Computer Science, Business Administration, or relevant fields. Master’s degree preferred.
• 5 years of experience in IT Service Management with at least 3 years focused on ServiceNow platform administration, configuration, or management.
• Strong understanding of ITIL principles and practical experience implementing ITIL processes in enterprise environments.
• Demonstrated experience leading cross-functional ITSM teams and managing complex IT projects.
• Proven ability to analyze, design, and optimize business processes utilizing ServiceNow ITSM solutions.
• Excellent communication, presentation, and stakeholder management skills.
• ServiceNow certifications (e.g., Certified System Administrator, ITSM Implementation Specialist) are strongly preferred.
• Project management certification (e.g., PMP), experience with Agile or other iterative project management methodologies is a plus.

Vertex Solutions Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law.