ITSM Process Specialist (ServiceNow)

Requisition # 2021-13572
Date Posted 1 month ago(10/19/2021 2:25 PM)
Service Management Office
Information Technology
Job Type


The ITSM Process Specialist (ServiceNow) will help to define, implement, communicate, and improve service management processes based on industry best practices like ITIL. The position not only owns or manages specific service management processes, but also participates in others supported by the team, in order to enhance the reliability and value of IT and other services.


  • Coordinating, planning, analyzing, and delivering functional requirements across Princeton University
  • Managing required changes or enhancements in coordination with Process Owners, Service Owners and various Service Management governing bodies
  • Facilitating process improvement prioritization meetings with stakeholders to determine overall order for implementing improved processes and enhancements
  • Providing technical and analytical expertise in configuring and extending the ServiceNow platform
  • Collaborating with the process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standards
  • Providing oversight for the release process and functionality deployment for the ServiceNow environment.
  • Providing an overall leadership role serving as the liaison between the process owners and the operational teams in the areas of Hardware Support, Instructional Support Services, Network, Client Support Services, and the SCAD/DCS community
  • Leading efforts to identify, define, and analyze system requirements to meet the expectations of stakeholders, schedule timelines, and budgetary targets
  • Facilitating UAT sessions for ServiceNow solution deliverables, writing test scripts, and working with the testers and end users to achieve sign-off
  • Recommending and creating new guidelines, best practices, and standards relative to delivery, configuration, and support of the ServiceNow platform
  • Contributing to the development, testing, documentation, and debugging of custom solutions and application enhancements, (e.g., forms, workflows, interfaces with other systems)
  • Maintaining a repository for all documentation including process flows and specifications
  • Providing escalated level of troubleshooting and complex problem solving related to ServiceNow process modules to stakeholders
  • Working with the ServiceNow product team to provide input to product roadmaps for Field Service
  • Leading integration efforts associated with networking, technical operations and other application teams (for various applications including Archibus, PeopleSoft, ClearPass, Infoblox) and finance and treasury constituents
  • Providing leadership for and ownership of the Field Services and Asset processes, including defining metrics and KPI’s
  • Using metrics and data to identify and measure the effectiveness of process improvement opportunities
  • Training and mentoring IT and SMO staff on ServiceNow solution configuration and delivery
  • Maintaining a repository for all documentation including process flows and specification
  • May perform other duties as assigned


  • Minimum 5 to 10 years work experience in business process development, implementation and support, preferably in a service management environment.
  • ITIL v4 Foundations certification required; ITIL intermediate certifications strongly preferred; ITIL Expert certification preferred.
  • Strong knowledge of the full software/application development cycle, particularly in an agile environment: design, coding, testing, release, maintenance and the ability to document requirements for custom code and development.
  • Proven strong contributor with excellent verbal/written communication skills.
  • Proficient in mapping business rules to processes.
  • Ability to elicit, interpret and analyze functional and technical requirement documents.
  • Four to six years of experience managing people, process, or projects, including at least two years of service management experience.
  • Proficient in JavaScript, as well as the use of reporting software, ITSM tools, diagramming and project management software.
  • Understanding of complementary industry standards, such as SDLC, Agile, etc.

Preferred Qualifications

  • ServiceNow Enterprise ITSM software experience required.
  • ServiceNow administrative training a plus.
  • ITIL certification
  • Past experience working in higher-education



BA or BS required; MA or MS or other advanced degree in a field related to business or information technology management highly desirable


Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

Standard Weekly Hours


Eligible for Overtime


Benefits Eligible


Probationary Period

180 days

Essential Services Personnel (see policy for detail)


Physical Capacity Exam Required


Valid Driver’s License Required


Experience Level




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