ITSM Advisor, ServiceNow

Red River

ITSM Advisor developing and optimizing IT Service Management practices at Red River. Collaborating across teams to enhance ITIL processes and governance frameworks.

Posted 4/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITILITSMIncident ManagementProblem ManagementChange EnablementRequest FulfillmentKnowledge ManagementService Catalog Managementprocess maturity assessmentscontinuous service improvement

Soft Skills

documentation skillswriting skillscommunication skillsanalytical mindsetability to simplify complex workflows

Certifications

Active Secret Clearance