Job Title:- ServiceNow ITSM Administrator
Location:- Poughkeepsie, NY (HYBRID)
Duration:- 6+ months
Candidates must reside in New Jersey or New York
W2
Job Description:
We are seeking an experienced ITSM Administrator to support and enhance ITIL-based processes within our organization. This role focuses on operational excellence, governance, and continuous improvement across Incident, Major Incident, Request, Problem, and Change Management processes.
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Key Responsibilities
Manage Incident, Major Incident, Request and Problem processes to ensure timely resolution, root cause analysis, and accurate documentation.
Maintain accuracy and continuous improvement of the CSDM model latest version, not limited to but focused on the Services, Offerings, Applications, and Business Application tables.
Lead major incident coordination, facilitate bridge calls, and provide stakeholder updates.
Conduct Major Incident Reviews and drive corrective actions.
Oversee Change Management: review requests for risk, completeness, and implementation/rollback plans.
Facilitate CAB meetings, post agendas 24 hours prior, and review changes for conflicts and compliance.
Ensure change hygiene, record accuracy, and adherence to ITIL standards.
Conduct Post-Implementation Reviews for failed, high-risk, and major incident-related changes.
Identify repetitive changes for conversion to standard changes and manage freeze periods (Storm Mode).
Monitor change completion post-window and track success rates.
Create catalog items, record producers, and associated workflows for common requests.
Evaluate, review and enhance requests workflows.
Define and monitor SLA for ITSM processes.
Maintain and update documentation, knowledge bases, and policies.
Drive continuous improvement and automation opportunities across ITSM processes.
Act as the primary escalation point for ITSM processes and provide stakeholder training.
Build strong relationships with technical teams, business units, and vendors.
Support audit and compliance activities related to ITSM governance.
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Required Expertise
Strong understanding of ITIL framework.
Proven experience managing ITSM processes.
Proficiency with ServiceNow.
Excellent communication and facilitation skills.
Ability to work under pressure and manage multiple priorities.
Analytical mindset with focus on metrics and KPIs.
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Preferred Qualifications
ITIL v4 Certification.
SCRUM experience.
Experience with CAB governance and Post-Implementation Reviews.
Familiarity with automation opportunities within ITSM processes.
| Navya Gupta
Sr. IT Technical Recruiter 
| | | Email: Gtalk:
Phone: +1 Linkedin id:
Address: 505 Knolle Court, Saint Augustine| FL 32092 |
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