We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
How we LEAD:
The Senior Engineer, ITSM & Knowledge Lead is accountable for stakeholder engagement and outcomes across IT Service Management (ITSM) processes and the ServiceNow Knowledge Base.
This role owns the domain backlog and KPIs, drives process improvements and operational reporting, and governs knowledge content quality and lifecycle to increase self-service adoption and reduce operational noise.
Working as part of a globally distributed ServiceNow team, the role partners closely with platform leadership, operations teams, and domain owners to ensure solutions are supportable, measurable, and delivered in alignment with platform standards and release cadence across time zones.
How you'll CREATE:
Own ITSM and knowledge stakeholder relationships and outcomes, backlog, and KPIs
Own ITSM process improvement across incident, request, problem, and change; define reporting and success measures
Own Knowledge Base governance: content standards, lifecycle, quality controls, and deflection strategy
Drive prioritisation, requirements, and UAT sign-off for ITSM/knowledge enhancements and changes
Partner with operations and platform teams to reduce noise, automate recurring work, and improve stability
Collaborate effectively with a global ServiceNow team across time zones; align delivery with platform standards and releases
Bring your VIBE
Strong stakeholder management; able to align IT operations and business partners to measurable ITSM outcomes
Solid ITIL/ITSM understanding with experience improving processes and operational reporting in enterprise environments
Knowledge management governance capability: content standards, lifecycle controls, and self-service adoption
Ability to translate operational pain points into structured backlogs, acceptance criteria, and measurable KPIs
Ability to operate effectively in a global, multi-timezone team with structured coordination and handoffs
Perks Playlist:
Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):
Comprehensive medical, dental, and vision coverage
Including 100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
A variety of ways to prioritize much-needed time away from work including:
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent
Check out our full overview of benefits on the Perks Playlist page of the career site.
Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.
Universal Music Group is an Equal Opportunity Employer
We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.
Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.
For more information, please click on the following links.
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish
Job Category:Technology
Skills Required
- Experience working on ServiceNow platform or in a ServiceNow team
- Strong stakeholder management and cross-functional alignment skills
- Solid understanding of ITIL/ITSM frameworks and enterprise ITSM processes
- Knowledge management governance experience (content standards, lifecycle, quality controls)
- Ability to translate operational pain points into prioritized backlogs, acceptance criteria, and KPIs
- Experience operating in global, multi-timezone teams with structured coordination and handoffs
What We Do
Universal Music Group (UMG) is the world leader in music-based entertainment, with a broad array of businesses engaged in recorded music, music publishing, merchandising and audiovisual content in more than 60 countries. Featuring the most comprehensive catalog of recordings and songs across every musical genre, UMG identifies and develops artists and produces and distributes the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation and entrepreneurship, UMG fosters the development of services, platforms and business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans. Universal Music Group's labels include A&M Records, Astralwerks, Blue Note Records, Capitol Christian Music Group, Capitol Records, Capitol Records Nashville, Caroline, Decca, Def Jam Recordings, Deutsche Grammophon, Disa, Emarcy, EMI Records Nashville, Fonovisa, Geffen Records, Harvest, Interscope Records, Island Records, Machete Music, MCA Nashville, Mercury Nashville, Mercury Records, Motown Records, Polydor Records, Republic Records, Universal Music Latino, Verve Label Group, Virgin Records, Virgin EMI Records, as well as a multitude of record labels owned or distributed by its record company subsidiaries around the world. UMG's catalog is marketed through two distinct divisions, Universal Music Enterprises (in the U.S.) and Universal Strategic Marketing (outside the U.S.). UMG also includes Universal Music Publishing Group, one of the industry's premier music publishing operations worldwide and Bravado, the leading provider of consumer, lifestyle and branding services to recording artists and entertainment brands around the world. Universal Music Group is a Vivendi company.
Why Work With Us
UMG's IT department delivers technology solutions and services that unlock business value and facilitate growth through strategic investment and operational efficiency. Our team is collaborative, dedicated and passionate about the work we do. Here you can work in a dynamic and flexible environment with evolving opportunities to grow!
