ServiceNow / ITSM Process Transformation Specialist

We are seeking an experienced professional with strong expertise in ServiceNow workflows, IT Service Management (ITSM), and ITIL-based process transformation. The ideal candidate will have experience evaluating current process maturity, determining operational gaps, and delivering improvements through process re-engineering, automation, and broader transformation initiatives.

Key Responsibilities

• Show a solid understanding of ServiceNow workflows and ITSM processes.
• Evaluate existing process maturity against ITIL standards and industry best practices.
• Pinpoint process gaps, operational inefficiencies, and opportunities for improvement.
• Create and lead roadmaps to advance process maturity through process re-engineering, automation, and transformation initiatives.
• Deliver functional expertise across Service Management Office (SMO) capabilities, including:
• Incident Management
• Problem Management
• Change Management
• Asset Management
• Promote standardisation and optimisation of IT service management processes.
• Utilise ServiceNow features to enhance process efficiency, governance, and automation.
• Collaborate with key stakeholders to implement process improvements and support successful adoption.

Required Skills & Experience

• 8–10 years of relevant experience in IT Service Management, ServiceNow, and process transformation.
• Strong knowledge of ServiceNow workflows and ITSM processes.
• Good working knowledge of ITIL frameworks and standards.
• Practical experience in assessing process maturity and identifying process gaps.
• Experience delivering process re-engineering, automation, and transformation initiatives.
• Strong understanding of Incident, Problem, Change, and Asset Management.
• Excellent stakeholder management, analytical, and problem-solving skills.