The Role
Owns and continuously improves ITSM processes across Incident, Problem, Change, Request, and Asset Management in ServiceNow. Partners with infrastructure, networking, security, and service desk teams to govern Dell, Cisco, and Palo Alto Networks operational workflows. Responsibilities include process documentation, KPI and SLA monitoring, audits, workflow governance, cross-functional workshops, continuous improvement, training, and ITIL-aligned process adoption in a regulated utility environment.
Summary Generated by Built In
seeking a Process Manager to design, standardize, and govern IT operational processes spanning the organization's core infrastructure and security technology stack including ServiceNow (ITSM/ITAM/ITOM), Dell hardware and endpoint lifecycle management, Cisco networking infrastructure, and Palo Alto Networks security operations.
This role sits at the intersection of process governance and vendor technology, working closely with infrastructure engineering, network operations, security, and service desk teams to ensure that incident, change, request, asset, and problem management processes are consistently defined, documented, and enforced across all supported platforms. The Process Manager will be the connective tissue between ServiceNow as the system of record and the underlying Dell, Cisco, and Palo Alto technology teams executing day-to-day operations.
Key Responsibilities
This role is based out of the AOB office in FT Lauderdale Florida on a hybrid schedule. Occasional travel to the Juno Beach Head Quarters and Miami office may be required to support cross-site process alignment, stakeholder workshops, or infrastructure/security team engagements. Candidates should be based within a commutable distance of the Palm Beach / Broward / Miami-Dade corridor.
This role sits at the intersection of process governance and vendor technology, working closely with infrastructure engineering, network operations, security, and service desk teams to ensure that incident, change, request, asset, and problem management processes are consistently defined, documented, and enforced across all supported platforms. The Process Manager will be the connective tissue between ServiceNow as the system of record and the underlying Dell, Cisco, and Palo Alto technology teams executing day-to-day operations.
Key Responsibilities
- Own and continuously improve core ITSM process areas (Incident, Problem, Change, Request, and Asset Management) within ServiceNow, ensuring alignment with ITIL best practices.
- Partner with infrastructure and network engineering teams to define and document processes governing Dell hardware/endpoint lifecycle (procurement, deployment, refresh, retirement) within ServiceNow ITAM.
- Establish and maintain change and configuration management processes for Cisco networking infrastructure, ensuring CMDB accuracy and proper change governance for network changes.
- Design and enforce security-related operational processes in coordination with the security team for Palo Alto Networks firewall, security policy, and incident response workflows.
- Serve as process owner/SME across cross-functional teams, facilitating process workshops, gap analyses, and continuous improvement initiatives.
- Develop and maintain process documentation, workflow diagrams, RACI matrices, and SOPs for all governed processes.
- Monitor process KPIs/SLAs (e.g., ticket resolution times, change success rates, CMDB accuracy) and drive corrective action where performance gaps exist.
- Support ServiceNow platform governance, including workflow configuration requests, module rollouts, and integration with vendor tools (Dell, Cisco, Palo Alto) where applicable.
- Lead or support audits and compliance reviews related to IT process adherence (e.g., NERC/CIP, internal controls) as applicable to the energy/utility environment.
- Provide training and process guidance to technical teams and service desk staff to ensure consistent adoption.
- 5+ years of experience in IT process management, ITSM, or IT service delivery, ideally within a large enterprise or utility/regulated environment.
- Hands-on experience with ServiceNow, including ITSM modules (Incident, Problem, Change, Request) and familiarity with ITAM/CMDB.
- Working knowledge of infrastructure and security technologies from Dell (hardware/endpoint), Cisco (networking), and Palo Alto Networks (security/firewall) — deep engineering expertise not required, but strong operational/process fluency across these platforms is essential.
- Strong understanding of ITIL framework and process governance principles; ITIL Foundation certification preferred.
- Proven experience facilitating cross-functional process design and improvement initiatives with technical and non-technical stakeholders.
- Excellent documentation, communication, and stakeholder management skills.
- Bachelor's degree in Information Technology, Business, or related field (or equivalent experience).
- Experience in a utility, energy, or NERC/CIP-regulated environment.
- ServiceNow certification(s) (e.g., CSA, ITSM Implementation Specialist) a plus.
- Experience with vendor/asset lifecycle management programs spanning hardware refresh cycles, network infrastructure changes, and security policy governance.
- Familiarity with change advisory board (CAB) processes and enterprise change management at scale.
This role is based out of the AOB office in FT Lauderdale Florida on a hybrid schedule. Occasional travel to the Juno Beach Head Quarters and Miami office may be required to support cross-site process alignment, stakeholder workshops, or infrastructure/security team engagements. Candidates should be based within a commutable distance of the Palm Beach / Broward / Miami-Dade corridor.
Skills Required
- 5+ years of experience in IT process management, ITSM, or IT service delivery
- Hands-on experience with ServiceNow ITSM modules, including Incident, Problem, Change, and Request Management
- Familiarity with ServiceNow ITAM and CMDB
- Operational and process knowledge of Dell hardware and endpoint lifecycle management
- Operational and process knowledge of Cisco networking infrastructure
- Operational and process knowledge of Palo Alto Networks security and firewall operations
- Strong understanding of the ITIL framework and process governance principles
- Experience facilitating cross-functional process design and improvement initiatives
- Excellent documentation, communication, and stakeholder management skills
- Bachelor's degree in Information Technology, Business, or a related field, or equivalent experience
- ITIL Foundation certification
- Experience in a utility, energy, or NERC/CIP-regulated environment
- ServiceNow certifications such as CSA or ITSM Implementation Specialist
- Experience with vendor and asset lifecycle management programs
- Familiarity with CAB processes and enterprise change management at scale
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The Company
What We Do
Five Rivers IT Provides IT infrastructure solutions to Small and Medium Businesses. Five Rivers IT strives to help businesses drive productivity, maximize value and increase reliability within their IT infrastructure. We accomplish this by providing our clients with the best IT architects, infrastructure solutions, data management and cloud services available. At Five Rivers IT, we build reliable IT infrastructures so you can run your business with peace of mind. We believe that IT solutions are the tools needed to run your business, and should not become your business. We avoid this scenario by partnering with our clients to determine effective solutions, often acting as their own IT staff, if necessary. Whether it’s an office move or moving to a cloud-based platform, we provide the knowledge, know-how and dedication necessary to get the work done – on time and within budget. Five Rivers IT offers strategic planning, project management and technical services that enable you to garner control of your IT systems. From conducting comprehensive requirement analyses to providing custom tailored solutions, Five Rivers IT is ready, willing and able to meet all of your technology needs.
