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Hawk Consulting Group · 2 hours ago

ServiceNow ITSM Manager

United States

Full-time

Remote

Senior Level

7+ years exp

Hawk Consulting Group is seeking an experienced ServiceNow ITSM Manager to lead and optimize IT service delivery within a highly regulated accounting and finance environment. This role is responsible for owning the ServiceNow ITSM platform, driving process maturity, ensuring audit-ready operations, and supporting mission-critical financial and accounting systems.

Information Technology & Services

Responsibilities

Serve as the platform owner for ServiceNow ITSM, including Incident, Problem, Change, Request, Knowledge, and CMDB

Define and maintain ServiceNow governance, data standards, and configuration policies

Lead ServiceNow roadmap planning, upgrades, and feature adoption

Ensure platform stability, performance, and scalability

Design, implement, and mature ITIL-aligned processes within ServiceNow

Enforce change management controls to protect financial systems during critical accounting cycles (month-end, quarter-end, year-end)

Ensure ITSM processes support SOX, SOC 1/2, and internal audit requirements

Maintain audit-ready documentation and evidence through ServiceNow workflows and reporting

Oversee service operations supporting ERP systems, financial reporting platforms, accounting tools, and data integrations

Manage major incidents with a focus on minimizing disruption to financial close and regulatory reporting

Lead root cause analysis (RCA) efforts and track corrective actions within ServiceNow

Own and improve CMDB accuracy, governance, and service mapping

Ensure financial systems and integrations are properly modeled for impact analysis and change risk assessment

Partner with Infrastructure, Security, and Finance teams to align asset and configuration data

Define and monitor ITSM KPIs (SLA adherence, MTTR, change success rate, incident trends)

Deliver executive-level dashboards and reports tailored for Finance, Audit, and IT leadership

Identify automation and self-service opportunities to improve efficiency and user experience

Act as the primary liaison between IT, Finance, Accounting, Audit, and Compliance teams

Manage ServiceNow vendors, integrators, and managed service providers

Ensure vendors meet SLAs, security standards, and compliance expectations

Lead and mentor ServiceNow administrators and ITSM analysts

Establish development standards, best practices, and knowledge sharing

Promote a culture of service excellence, accountability, and continuous improvement

Qualification

ServiceNow ITSMITIL / ITSM best practicesAudit compliance experienceServiceNow certificationsERP platforms SAPERP platforms OracleStakeholder managementCommunication skillsLeadershipMentoring