Prod Func Cons ServiceNow ITSM Sr

Requirements

· Required – Technical Skills

·                    Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field

·                    Over 10 years of ServiceNow platform administration and operations experience

·                    Strong knowledge of Incident, Problem, Change, Release Management

·                    Strong understanding of ITSM processes and ITIL-aligned ServiceNow modules

·                    Experience managing instance health, performance, availability, stability

·                    Experience with ServiceNow upgrades, security patches, releases

·                    Experience with release scheduling, risk assessment, change governance

·                    Knowledge of disaster recovery and business continuity processes

·                    Experience reporting operational KPIs and platform metrics

· Required – Soft Skills

·                    Over 10 years of people leadership experience

·                    Team leadership, coaching, performance management

·                    Ability to deputize for senior leadership

·                    Strong stakeholder and escalation management skills

·                    Strong problem-solving and prioritization skills

·                    Ability to manage multiple priorities in fast-paced environments

·                    Effective communication with globally distributed teams

·                    Ability to work across LATAM, North America, India

Nice to Have (Technical Skills)

·                    Experience with ServiceNow CMDB, data quality, Discovery, Service Mapping, CI lifecycle governance

·                    Experience with ServiceNow access management, roles, access controls, certifications

·                    Knowledge of audit and SOX compliance processes

·                    ServiceNow Certified System Administrator or similar certification

·                    ITIL certification

Responsibilities (Activities to perform)

·                    Lead and develop the Platform Ops team

·                    Act as Deputy to the ServiceNow Hub Lead

·                    Own ServiceNow instance health, performance, availability, stability

·                    Lead Incident, Problem, Change, Release Management

·                    Drive root cause analysis and resolution of platform issues

·                    Plan and execute upgrades, patches, security updates

·                    Govern releases, risks, schedules, change approvals

·                    Ensure adherence to ITSM and ITIL processes

·                    Own CMDB quality, Discovery, Service Mapping, CI lifecycle

·                    Contribute to the CMDB roadmap and operational priorities

·                    Manage ServiceNow access roles, controls, certification processes

·                    Ensure access governance supports audit and SOX compliance

·                    Monitor and report CMDB, ITSM, platform KPIs

·                    Coordinate with security and compliance teams

·                    Support disaster recovery and business continuity testing

·                    Ensure operational readiness before production releases

·                    Coordinate governance with managed service partners

·                    Report platform health, incidents, releases to stakeholders

Required Languages

·                    English: Advanced

Additional Information

·        Location

·                    Bogotá and surroundings (Hybrid), Rest of Colombia (Remote)

·        Special Conditions

·                    Not specified