ITSM Advisor, ServiceNow
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Job Description
ITSM Advisor developing and optimizing IT Service Management practices at Red River. Collaborating across teams to enhance ITIL processes and governance frameworks.
Responsibilities:
- Define, implement, and maintain the enterprise ITSM roadmap, anchored in ITIL best practices.
- Establish and oversee governance frameworks, ensuring consistent execution of ITIL processes across all operational teams.
- Develop process maturity assessments and drive continuous service improvement (CSI) initiatives.
- Ensure compliance with SLA, OLA, KPI, and regulatory requirements.
- Lead process ownership or co‑ownership for Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, and Service Catalog Management.
- Create, maintain, and evolve ITSM documentation standards, including SOPs, workflows, service definitions, and process guides.
- Build and manage dashboards to track KPIs, SLA compliance, service health, and operational efficiencies.
- Partner with IT leadership, engineering teams, call center operations, and product owners to align processes with organizational needs.
- Identify automation opportunities via chatbots, workflow automation, self‑service enhancements, and AI‑driven service improvements.
Requirements:
- 5+ years of ITSM / IT Operations experience within an ITIL‑based environment
- Active Secret Clearance
- Strong understanding of enterprise IT environments, systems, and support models.
- Proven experience designing, implementing, or maturing ITIL processes.
- Experience with ITSM tools such as ServiceNow, Salesforce Service Cloud, BMC, or similar.
- Ability to create, structure, and simplify complex workflows.
- Exceptional documentation, writing, and communication skills.
- Strong analytical mindset with experience using KPIs, dashboards, and metrics for decision making.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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