Sr ITSM Analyst (ServiceNow)

Greetings,

Role Summary:

The Sr. ITSM Analyst will serve as the strategic process owner for ITSM practices, supporting modernization efforts across service delivery and digital service management. This role will lead initiatives including the Service Portal mobile app rollout, Service Catalog redesign, and Digital Portfolio Management enhancements.

Key Responsibilities:

Own and govern core ITSM processes (Incident, Request, Change, Problem).

Lead the revamp of the Service Catalog and mobile app experience.

Drive improvements in Digital Portfolio Management and service visibility.

Collaborate with cross-functional teams to align ITSM practices with business goals.

Develop and maintain process documentation, KPIs, and reporting frameworks.

Support strategic planning and continuous improvement efforts.

Qualifications:

7+ years of experience in ITSM, preferably with ServiceNow, Jira, or similar platforms.

Proven leadership in process ownership and service delivery transformation.

Strong analytical, communication, and stakeholder engagement skills.

Experience with mobile app delivery and digital portfolio initiatives is a plus.

Role focus

A Senior ITSM Analyst / Process Owner with primary ownership of Request Fulfillment, Service Catalog, and the Service Portal in ServiceNow.

Drive a major portal/catalog redesign by end of year (v2.0), partnering with two existing ServiceNow developers/consultants.

Why the role exists

Incident and Change teams are operationally overloaded and can't be true process owners.

The request process is broken/immature: poor taxonomy, no categorization, unclear ownership, messy backend workflows/routing/approvals, weak chat responsiveness, and mixed "enterprise vs ITSM" requests.

Organization is 5 10 years behind in ITSM maturity; this is a target-rich modernization effort.

Core responsibilities

Own and rebuild Request Fulfillment end-to-end (from intake, catalog taxonomy, routing & approvals, fulfillment tasks, SLAs/OLAs, to reporting).

Redesign Service Portal to be a clean, mobile-friendly, "one-stop shop" (Ohio State's portal is the gold-standard example he referenced).

Catalog governance: define categories, owners for every item, usage metrics, rationalize/retire low-value requests, separate Enterprise vs ITSM requests.

Metrics & analytics: SLAs, throughput, rework, abandonment, usage, adoption, backlog health; present trends to leadership.

Cross-functional orchestration: partner with Asset, Incident, Change, Knowledge, and business request owners; lead without authority.

Process design and documentation: runbooks, RACI, workflows, approval matrices, ownership maps, intake forms, UAT plans.

Must-have traits/skills

Has done this before-standing up or overhauling ServiceNow catalog/portal & request process in a large org.

Imaginative/creative, strong communication, stakeholder management, and analytical chops.

Comfortable leading consultants/developers, shaping requirements, and making decisions quickly.

Can context-switch and help other ITSM areas with process/metrics during lulls (not day-to-day ops).

Nice to have

Experience improving Knowledge and System Status experiences.

Familiarity with mobile portal UX, CSDM alignment for request items/CIs, and adoption/change management.

Location/Seniority nuance

He's open to onshore, possibly not ultra-senior, but smart, clear communicator who learns fast and can lead.

Thanks& Regards,

K Hemanth Kumar | Sr IT Technical Recruiter | Kairos Technologies Inc

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