[Remote] Sr ITSM Analyst (ServiceNow)

Note: The job is a remote job and is open to candidates in USA. Dice is the leading career destination for tech experts at every stage of their careers, and they are seeking a Sr. ITSM Analyst to serve as the strategic process owner for ITSM practices. This role will lead modernization efforts across service delivery and digital service management, focusing on initiatives such as the Service Portal mobile app rollout and Service Catalog redesign. 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. • 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'. • 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. Skills • 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. • 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). • Experience improving Knowledge and System Status experiences. • Familiarity with mobile portal UX, CSDM alignment for request items/CIs, and adoption/change management. Company Overview • Welcome to Jobs via Dice, the go-to destination for discovering the tech jobs you want. It was founded in undefined, and is headquartered in , with a workforce of 0-1 employees. Its website is https://www.dice.com. Apply tot his job Apply To this Job