Digital Technology ServiceNow – ITSM Process Owner

ServiceNowServiceNowFull TimeRemoteLeadTeam 10,001+Since 2020H1B No SponsorCompany SiteLinkedIn

Location

Virginia

Posted

4 days ago

Salary

$107.5K - $204.5K / year

Seniority

Lead

Bachelor Degree8 yrs expEnglishITSMServiceNow

Job Description

Digital Technology ServiceNow – ITSM Process Owner

RTX

• Act as the Incident Operational Manager, spearheading Raytheon ITSM strategies in coordination with the RTX Digital Major Incident Management (MIM) Center of Excellence. • Serve as the primary liaison between Raytheon and RTX ITSM/ServiceNow Leadership Teams to synchronize Raytheon ITSM modernization efforts with RTX enterprise priorities, ensuring operational consistency and efficiency. • Optimize incident handling through targeted knowledge updates and automation, fostering quicker triage and enhancing self-service success rates. • Oversee Major and Critical (P1) Incidents, ensuring proper classification, prioritization, and adherence to SLAs. • Represent Raytheon in RTX weekly incident review meetings. • Drive escalations and ensure clear communication with Raytheon leadership during critical incidents. • Analyze workflows and KPIs to identify performance gaps, address inefficiencies, and implement impactful enhancements to ITSM processes. • Design, execute, and manage end-to-end Test and Defect Management approaches specific to Raytheon for ServiceNow release upgrades (bi-annual) and testing new applications and capabilities. • Collaborate with Raytheon staff to leverage ServiceNow ITSM/ITIL capabilities and provide training on existing, new, and enhanced platform capabilities. • Promote ServiceNow best practices and offer tailored guidance to Service Owners, Support Group Managers/members, and other Raytheon staff as needed. • Lead the migration, creation, and maintenance of ServiceNow catalog items, ensuring alignment with Raytheon-specific requirements. • Partner with stakeholders to gather requirements, design workflows, and implement automated approval and fulfillment processes. • Promote efficiency and stakeholder satisfaction through iterative enhancements of catalog items and workflows. • Maintain accurate ownership, support group assignments, and associated workflows for the Service Catalog to ensure seamless operations. • Conduct rigorous testing in ServiceNow Test Instances and validate functionality in production. • Report, track, and validate fixes for ServiceNow platform anomalies to ensure consistency across ITSM processes, including Incident, Major Incident, Problem, and Request Management. • Utilize ServiceNow intake forms to gather service details and manage the onboarding and retirement of applications or technical services. • Develop dashboards to provide actionable insights to leaders. • Analyze incident, service task, and request data to identify patterns, offering strategic recommendations to minimize recurring issues and reduce high-cost impacts on operations.

Job Requirements

  • Typically requires a University Degree or equivalent experience and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience
  • Previous Customer facing experience as a project/program manager required
  • Experience owning and managing multiple aspects of a program/project
  • Experience with ServiceNow platform administration, configuration, and enhancement.
  • Experience utilizing ITIL principles, particularly in incident management, service catalog management, and continual improvement processes.
  • Experience analyzing workflows, identifying inefficiencies, and implementing targeted improvements.
  • Experience with creating KPIs, metrics, and reports to drive ITSM process improvements.
  • Certified Implementation Specialist-IT Svc Mgmt. (CIS-ITSM) preferred
  • Strong communication and collaboration skills, with the ability to interact effectively with diverse stakeholders, including leadership.
  • Ability to work in a high-paced environment with a focus on customer experience and operational stability.
  • ServiceNow Certified System Administrator (CSA) preferred
  • ITIL v3 or ITIL 4 certification preferred.
  • Experience in large-scale ITSM environments, preferably in aerospace/defense or similar industries.
  • Familiarity with ServiceNow Service Catalog, Request Management, and Incident Management modules.
  • Experience in managing ServiceNow release upgrades and defect management processes.
  • Strong problem-solving and analytical skills.

Benefits

  • medical
  • dental
  • vision
  • life insurance
  • short-term disability
  • long-term disability
  • 401(k) match
  • flexible spending accounts
  • flexible work schedules
  • employee assistance program
  • Employee Scholar Program
  • parental leave
  • paid time off
  • holidays

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