Senior ITSM Job Duties Lead IT Service Management (ITSM) initiatives across Incident, Problem, Change, Release, Request, Asset, and Configuration Management processes. Drive continuous improvement of ITSM processes aligned with ITIL best practices and organizational goals. Manage and optimize ServiceNow or other ITSM platforms, including workflows, automation, reporting, and integrations. Collaborate with business stakeholders, infrastructure teams, application teams, and vendors to improve ser