As the AI platform for business transformation, we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments, from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C," as we like to call it). With more than 8,400+ customers, we serve approximately 90% of the Fortune 500®, and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™. Explore your future career with us, visit www.careers.servicenow.com From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.
Senior Staff Process Engineer
Location
Northern America
Posted
2 days ago
Salary
0
Seniority
Lead
Job Description
Senior Staff Process Engineer
ServiceNow
Role Description The Sr. Staff Process Engineer, DTIO ISM Solutions is responsible for guiding ITSM operational activities and driving strategic initiatives across the Digital Technology organization to improve and optimize service management practices. - Guide managed service provider in delivery of ITSM operational activities. - Guide enterprise-wide strategic initiatives to improve and optimize IT and business service management practices across the organization. - Drive continuous improvement efforts focused on operational efficiency, service quality, automation, and customer experience. - Design, standardize, and mature service management process aligned with industry frameworks such as ITIL, Agile, Lean, and DevOps tenets. - Partner with senior executives, operational teams, engineering teams, risk/governance groups, and business stakeholders to identify service management gaps, priorities, and transformation opportunities. - Guide process engineering efforts across core service management functions including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Configuration Management. - Collaborate with platform engineering and tool administration teams to optimize the ServiceNow platform. - Serve as a strategic advisor and subject matter expert for service management transformation, operational resilience, and process optimization initiatives. Qualifications - 10+ years of progressive experience in IT operations, service management, process engineering, or operational excellence roles within complex enterprise environments. - Proven experience guiding a managed service provider in delivery of ITSM operational activities. - Proven experience guiding large-scale strategic initiatives focused on service management transformation, operational optimization, automation, and continuous improvement. - Demonstrated success designing, implementing, and maturing enterprise service management processes across multiple functional areas. - Deep expertise in IT service management frameworks including ITIL, Lean, Agile, and continuous improvement methodologies. - Experience establishing operational KPIs, maturity models, service metrics, dashboards, and executive reporting frameworks. - Hands-on experience with enterprise service management platforms such as ServiceNow or comparable workflow automation technologies. - Ability to guide cross-functional and distributed teams. Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.
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