Red River

ITSM Advisor, ServiceNow

Red River

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

CloudITSMServiceNow

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

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