ServiceNow BAU Resource (ITSM / Process / Governance) Professional

JOB DESCRIPTION:

ServiceNow BAU Resource (ITSM / Process / Governance)

Key Responsibilities

• Provide day-to-day BAU support for the ServiceNow platform and ITSM processes.
• Ensure adherence to Incident, Problem, Change, Request, and Knowledge Management processes.
• Monitor and manage SLA/OLA compliance across ITSM modules.
• Perform ticket triaging, prioritization, and assignment to appropriate support teams.
• Coordinate with business stakeholders and technical teams for timely issue resolution.
• Conduct root cause analysis (RCA) and drive corrective and preventive actions.
• Ensure platform stability, service availability, and operational efficiency.
• Review and validate production changes in line with Change Management processes.
• Support release planning, deployment coordination, and post-implementation validation.
• Monitor platform health, scheduled jobs, integrations, and operational dashboards.
• Maintain process documentation, SOPs, Knowledge Articles, and operational runbooks.
• Participate in CAB meetings and operational governance reviews.
• Identify opportunities for process optimization and continual service improvement (CSI).
• Ensure compliance with organizational governance, audit, security, and regulatory requirements.
• Track operational risks, issues, dependencies, and mitigation plans.
• Coordinate with ServiceNow development teams for defect resolution and enhancement implementation.
• Support major incident management and problem management activities.
• Prepare operational reports, KPI dashboards, and executive status updates.
• Ensure adherence to ITIL best practices across all ServiceNow operations.

ITSM & Governance Responsibilities

• Incident Management
• Problem Management
• Change Management
• Request Fulfilment
• Knowledge Management
• Service Level Management (SLA/OLA)
• Major Incident Coordination
• Release & Deployment Governance
• Operational Governance
• Risk & Compliance Tracking
• Audit Support
• Continual Service Improvement (CSI)
• Process Standardization
• Operational Reporting & Metrics

Required Skills

• Strong understanding of ITIL v4 processes.
• Hands-on experience with ServiceNow ITSM.
• Experience managing BAU operations and production support.
• Knowledge of SLA, KPI, and operational reporting.
• Experience in Service Governance and Process Compliance.
• Strong stakeholder management and coordination skills.
• Experience in Change Advisory Board (CAB) activities.
• Ability to perform RCA and drive service improvements.
• Excellent communication, presentation, and documentation skills.

Preferred Experience

• 5+ years of IT Service Management experience.
• 3+ years supporting ServiceNow ITSM in BAU environments.
• Experience working with global support teams.
• Exposure to IT Operations Governance and Service Delivery.
• Experience with ServiceNow reporting and Performance Analytics (preferred).