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Crowe · 2 weeks ago

ServiceNow ITSM Manager

Miami, FL

Full-time

Hybrid

Senior Level

$102K/yr - $204K/yr

5+ years exp

Crowe is one of the largest public accounting, consulting, and technology firms in the United States, dedicated to delivering excellent service through innovation. They are seeking an experienced ServiceNow ITSM Manager to support the delivery of ITIL-aligned digital workflows on the ServiceNow platform, focusing on enhancing ITSM solutions and modernizing service delivery operations for clients.

AccountingAdviceConsultingFinanceFinancial ServicesInformation TechnologyProfessional ServicesTax Consulting

No H1B

Responsibilities

Configure and enhance core ITSM applications (Incident, Problem, Change, Request, Knowledge, Survey, Service Catalog)

Build workflows, automations, and integrations using ServiceNow scripting and Flow Designer

Build and configure advanced assignment rules and on-call schedules

Configure and optimize the Service Operations Workspace, Employee Service Center, and Mobile experience

Develop and optimize Service Catalog items, SLAs/OLAs, CMDB structures and relationships

Understand the definitions and construct of the Common Service Data Model (CSDM)

Translate business requirements into scalable, ITIL-based technical solutions within the Agile framework

Troubleshoot issues, support testing cycles, and participate in deployment activities

Ability to lead client-facing workshops, gather requirements, and educate clients on best practices for ITSM

Partner with architects and client stakeholders to ensure quality and alignment with best practices

Produce clear technical documentation and contribute to continuous platform improvement

Qualification

ServiceNow ITSMITIL-based workflow designJavaScriptServiceNow scriptingREST/SOAP integrationsCMDB fundamentalsCommunication skillsDocumentation skillsProblem-solvingIndependent work