Red River

ServiceNow

• 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.

ITSM Advisor, ServiceNow

Solutions Engineer

• Provide architectural guidance for customers across the Red River product portfolio
• Serve as the technical point of contact and technical sales lead for the customer
• Validate the completed proposal (SOW, BOM, LOE, etc.) aligns with customer desired outcomes
• Validate the SOW, BOM, and LOE prior to delivery to the customer