ICW Group
IT Service Management (ITSM) and ServiceNow Delivery Specialist
San Diego, CA
Sponsorship not specified$106k-$189kDetected 12 days ago
Project ManagementAgileJiraHRISLeadershipCommunicationProblem Solving
About the role
- Why settle for just a job when you can land a career?
- Learn more about why you want to be here!
- The role ensures seamless service delivery, integration, and continuous improvement across the organization.
Responsibilities
- Design, enhance, and maintain ServiceNow modules including Request Management, Service Catalog, CMDB, Asset Management, Event Management, Employee Center, Virtual Agent, and Software Asset Management.
- Maintain and improve the ServiceNow Employee Center. Create intuitive, user-friendly experiences that enable self-service and streamline fulfillment of workflows.
- Design and optimize workflows for Request Fulfillment, Employee Center, Service Catalog, ServiceNow-Workday integration & other continuous improvement initiatives.
- Lead Workday-ServiceNow integration and other system integrations to streamline HR and IT processes.
- Collaborate with business units to understand needs and deliver tailored ITSM solutions.
- Provide training and support for ServiceNow functionalities and ITSM processes.
- Leverage a deep understanding of the ServiceNow platform to recommend best practices, identify improvement opportunities, and support integrations across ITSM modules.
- Implement and manage SLA/KPI tracking, ServiceNow analytics, service mapping, discovery, and service workflows.
- Monitor service performance, manage SLAs, and drive continuous improvement initiatives.
- Develop automation strategies to improve efficiency and reduce manual effort.
Requirements
- Bachelor's degree in computer science, management information systems, engineering, or related field.
- Minimum 7-8 years of experience in ITSM, ServiceNow, and IT operations roles.
- Experience designing and successfully implementing a ServiceNow Request Management and Employee Center.
- Experience successfully implementing a ServiceNow-Workday integration and other enterprise system integrations.
- Expertise in Request Management, Service Catalog, CMDB, Event Management, SLA Management, Known Error.
- Experience in Database, Knowledge Management, Asset Management, Software Asset Management.
- Experience preparing and conducting ITSM process training and ServiceNow demos.
- Experience with Agile methodologies, Scrum, Kanban, and project management practices.
- Strong understanding of data governance and compliance requirements.
Compensation
- If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.
Benefits
- We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
- Bonus potential for all positions
- Want to continue learning?
Company info
- Challenging work and the ability to make a difference
Visa & Work Authorization
- We are currently not offering employment sponsorship for this opportunity.
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This listing is sourced directly from ICW Group's careers page and normalized into a canonical job model.