Senior ITSM Process Transformation Lead _ServiceNow

Senior ITSM Process Transformation Lead ServiceNow

Employment Type: Full-Time
Location: Chennai – Onsite
Experience: 10+ Years

About the Role

We are looking for a Senior ITSM Process Transformation Lead with strong experience in ITSM process maturity assessments, process re-engineering, operating model transformation, and ServiceNow.

The ideal candidate will have a proven track record of assessing current ITSM processes, identifying maturity gaps, designing AS-IS / TO-BE processes, driving process standardization, and translating the redesigned processes into scalable ServiceNow solutions.

This is not a pure ServiceNow development or administration role. We are looking for a senior process leader who understands both ITSM transformation and the ServiceNow platform, and can bridge business/process requirements with ServiceNow architecture and implementation teams.

The role will provide functional leadership across ServiceNow ITSM, ITAM, ITOM, CMDB, Discovery, and related capabilities.

Key Responsibilities

ITSM Process Transformation

• Lead ITSM process maturity assessments across Incident, Problem, Change, Request, Knowledge, Service Level Management, Configuration Management, Asset Management, Event Management, and related processes.
• Assess current processes, operating models, governance, roles, controls, tools, metrics, and pain points.
• Define AS-IS / TO-BE processes, identify gaps, and lead process re-engineering and standardization initiatives.
• Define ITSM process frameworks, governance, RACI, roles, controls, SLAs, KPIs, and operating models.
• Establish process maturity improvement roadmaps and continual improvement frameworks.
• Identify opportunities to simplify, standardize, automate, and improve IT service management processes.

ServiceNow Transformation

• Translate redesigned ITSM processes into ServiceNow-enabled solutions.
• Provide functional leadership across ServiceNow ITSM, ITAM, ITOM, CMDB, Discovery, Event Management, and Service Mapping.
• Evaluate existing ServiceNow processes and identify opportunities for optimization, automation, standardization, and improved OOTB adoption.
• Define functional requirements, workflows, user stories, process flows, and acceptance criteria.
• Partner with ServiceNow architects, developers, administrators, and implementation partners to ensure solutions align with the intended process design.
• Determine the appropriate balance between process change, ServiceNow configuration, automation, integration, and customization.

Stakeholder & Governance Leadership

• Lead process discovery, maturity assessment, and design workshops with senior IT stakeholders, process owners, SMEs, and business teams.
• Influence senior stakeholders and drive enterprise-wide process standards.
• Establish process ownership, governance forums, RACI, KPIs, SLAs, controls, and performance measurement.
• Work across ITSM, ITAM, ITOM, CMDB, and other technology teams to ensure end-to-end process integration.
• Support solution validation, UAT, implementation, adoption, and continuous improvement.

Transformation Roadmap

• Define and execute an ITSM process maturity and ServiceNow transformation roadmap.
• Prioritize improvements based on business value, operational risk, maturity gaps, automation opportunities, and user experience.
• Drive measurable improvements in process efficiency, service quality, compliance, automation, and ServiceNow adoption.

Must-Have Experience

• 10+ years of experience in ITSM, IT service management, process transformation, IT operating model transformation, or related areas.
• Proven experience conducting ITSM process maturity assessments in complex enterprise environments.
• Strong experience in process re-engineering, AS-IS / TO-BE design, process gap assessment, and standardization.
• Strong functional expertise in ServiceNow ITSM, ITAM, and ITOM.
• Good understanding of CMDB, Configuration Management, Discovery, Service Mapping, Event Management, and Asset Management.
• Experience translating business/process requirements into ServiceNow functional requirements and workflows.
• Strong understanding of ITIL principles and IT service management best practices.
• Experience defining ITSM governance, operating models, RACI, KPIs, SLAs, controls, and continual improvement frameworks.
• Proven experience working with ServiceNow architects, developers, administrators, platform teams, and implementation partners.
• Ability to assess whether a requirement should be addressed through process redesign, configuration, automation, integration, or customization.
• Strong stakeholder management, workshop facilitation, communication, analytical, and problem-solving skills.
• Demonstrated ability to lead transformation initiatives and influence senior IT/business stakeholders.

Preferred Qualifications

• ITIL 4 Foundation; advanced ITIL certification is a plus.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow certifications in ITSM, ITOM, or ITAM.
• Experience leading large-scale ServiceNow transformation / implementation / optimization programs.
• Experience with enterprise ITSM maturity frameworks and target operating models.
• Experience with CMDB transformation, Discovery, Service Mapping, Event Management, HAM/SAM.
• PMP, PRINCE2, or equivalent transformation/program management certification is a plus.

Ideal Candidate

We are specifically looking for someone who has demonstrated experience in:

Assess Re-engineer Standardize Implement in ServiceNow Measure Continuously Improve

Candidates whose experience is primarily limited to ServiceNow development, administration, configuration, scripting, or day-to-day IT operations without significant process transformation experience are not the target profile.