- Company Name
- GlobalSource IT
- Job Title
- ServiceNow ITSM Administrator
- Job Description
-
**Job Title**: ServiceNow ITSM Administrator
**Role Summary**: Operates and continually improves ITIL‑based ITSM processes—Incident, Major Incident, Request, Problem, Change—within a remote, contract‑to‑hire environment, ensuring operational excellence, automation, and compliance.
**Expectations**:
- Deliver end‑to‑end ITSM administration with 12+ month contract, potential transition to permanent role.
- Manage incidents, major incidents, requests, problems, and changes, leading bridges, communications and post‑incident reviews.
- Engage with IT, business stakeholders, and vendors as escalation and governance point.
- Maintain audit and compliance readiness for ITSM practices.
**Key Responsibilities**:
- Administer and refine Incident, Major Incident, Request, Problem and Change workflows in ServiceNow.
- Lead Major Incident bridging, communications, and post‑incident reviews (PIRs).
- Maintain and evolve the Common Services Data Model (CSDM) across services, offerings, applications, and business apps.
- Oversee Change Management, conduct CAB meetings, and post‑implementation reviews.
- Create, update, and optimize catalog items, associated workflows, and SLA definitions.
- Drive ITSM process automation and continuous improvement initiatives.
- Act as a primary escalation point; collaborate with cross‑functional teams and external vendors.
- Support audit, compliance, and ITSM governance activities.
**Required Skills**:
- In‑depth ITIL process knowledge and practical ITSM experience.
- Strong ServiceNow administration and configuration skills.
- Effective communication, facilitation, and stakeholder management.
- Ability to prioritize and manage multiple tasks in a fast‑paced environment.
**Required Education & Certifications**:
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
- ITIL v4 Foundation certification (preferred).
- SCRUM/Agile experience and CAB governance knowledge are a plus.
- Experience with ITSM automation initiatives is a plus.