ServiceNow Process Lead

1 day ago

Chennai Mumbai, India Mindpec Solutions Full time ₹ 20,00,000 - ₹ 25,00,000 per year

We are seeking an experienced ServiceNow Process Lead to drive the design, implementation, and optimization of IT Service Management processes using the ServiceNow platform. The ideal candidate will have 1012 years of relevant experience and a strong background in ITIL, process improvement, and ServiceNow solution delivery.

Key Responsibilities

  • Lead the design, development, and optimization of ITSM processes (Incident, Problem, Change, Request, Knowledge, etc.) within ServiceNow.
  • Collaborate with stakeholders to define process requirements, objectives, and KPIs, ensuring alignment with business goals and ITIL best practices.
  • Translate business requirements into ServiceNow solutions, including workflows, automation, and reporting.
  • Oversee ServiceNow process implementations, upgrades, and enhancements, ensuring quality and compliance.
  • Develop and maintain process documentation, standards, and training materials.
  • Monitor process performance, analyze metrics, and drive continuous improvement initiatives.
  • Provide expert guidance and mentorship to process owners, administrators, and development teams.
  • Manage stakeholder communications and facilitate process workshops and training sessions.
  • Ensure process governance and adherence to compliance, audit, and security requirements.
  • Stay current with ServiceNow platform updates and best practices, recommending improvements as appropriate.

Required Skills & Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
  • 10–12 years of experience in IT Service Management, with a strong focus on process design, optimization, and ServiceNow platform delivery.
  • Deep understanding of ITIL principles and practical experience implementing ITSM processes.
  • Proven track record of leading ServiceNow process implementations and enhancements.
  • Strong analytical, problem-solving, and communication skills.
  • Experience translating business requirements into technical solutions in ServiceNow.
  • Ability to lead cross-functional teams and manage multiple priorities.
  • Experience creating process documentation and training materials.

Preferred Qualifications

  • ServiceNow certifications (e.g., Certified Implementation Specialist – ITSM, ServiceNow System Administrator).
  • ITIL Expert or Practitioner certification.
  • Experience with other ServiceNow modules (ITOM, HRSD, SecOps, etc.).
  • Knowledge of Agile/Scrum methodologies.
  • Experience working in large, complex enterprise environments.

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