Senior ITSM Manager (ServiceNow Expert)

Senior Software Engineer

We are looking for an experienced Senior ITSM Manager- ServiceNow to lead and optimize our Change Management, Problem Management, Incident Management and Knowledge Management processes. This role is critical in ensuring smooth IT service delivery, minimizing risks, and driving continuous improvement across our ITSM landscape. The ideal candidate will be a ServiceNow expert with a deep understanding of ITIL frameworks and governance models. An ideal candidate would be passionate about the evolution of IT Service Management (ITSM) in a fully cloud-native environment. This role requires a leader who can drive automation, AI adoption, and ServiceNow optimization to build a modern, efficient, and intelligent ITSM function. You would also be required to champion the use of ServiceNow, ensuring ITSM processes continuously evolving to meet the needs of a dynamic fintech environment.

You will be responsible for:

• ITSM Process Leadership – Own and enhance Change, Problem, Incident, and Knowledge Management processes, ensuring alignment with ITIL best practices and business objectives.

• Knowledge Management – Drive the adoption of a structured knowledge repository, ensuring that ServiceNow Knowledge Management capabilities are fully utilized for self-service and support teams. Develop and oversee a structured knowledge repository, driving adoption and self-service capabilities
• Change Management Oversight – Own the Change Management process, chair Change Advisory Board (CAB) meetings, and minimize risks associated with system updates and deployments. Drive governance for Change Advisory Board (CAB) meetings, standardize change workflows, and minimize service disruptions.
• Problem Management – Establish proactive problem management practices, leveraging ServiceNow to automate incident correlation, root cause analysis, and knowledge sharing. Establish root cause analysis (RCA) processes, reduce recurring incidents, and drive proactive problem resolution. Partner with incident management teams to ensure that major incidents trigger effective problem management, using ServiceNow analytics and reporting to drive continuous improvements.

• ServiceNow Optimization – Leverage ServiceNow to automate and improve ITSM processes, ensuring seamless execution, reporting, and compliance. Act as the ServiceNow ITSM Champion, identifying opportunities to enhance Change, Problem, and Knowledge Management through automation, workflow improvements, and data-driven decision-making.

• Optimize Change Management in a DevOps-driven world, aligning ITSM governance with CI/CD pipelines and cloud deployment models.
• Enhance Problem Management through intelligent log analysis and predictive AI models, reducing downtime and accelerating RCA (Root Cause Analysis).
• Develop and refine ITSM processes suited for a fully cloud-native environment, ensuring agility, resilience, and scalability.
• Drive self-service and automation-first approaches, ensuring minimal manual intervention in repetitive ITSM tasks.

• ServiceNow Evangelism & Training – Act as an internal advocate for ServiceNow capabilities, conducting trainings, demos, and roadshows to increase awareness and adoption of its features across IT and business teams. Champion and expand ServiceNow capabilities, identifying areas to automate workflows, enhance reporting, and integrate AI-driven insights.

• Design and implement automation within ServiceNow, reducing manual interventions in Change, Problem, and Knowledge Management.
• Leverage ServiceNow Virtual Agent and AI Ops to automate ticket triage, anomaly detection, and predictive problem management.
• Integrate ITSM with Cloud-native monitoring and observability tools, ensuring a seamless flow of incident, problem, and change data across platforms.

• Stakeholder Engagement & Communication – Work closely with IT Operations, Security, Engineering, and Business teams to ensure ITSM processes are understood, adopted, and optimized

• Incident & Major Incident Collaboration – Work closely with incident management teams to ensure effective resolution of major incidents and post-incident reviews.
• Compliance & Risk Management – Ensure that all ITSM processes are audit-ready, compliant with regulatory and security requirements, and properly documented in ServiceNow.
• Reporting & Metrics:

• Define, measure, and report ITSM KPIs, ensuring continuous service improvements and adherence to SLAs/OLAs.
• Define key ITSM KPIs and analytics, using ServiceNow dashboards to measure SLA/OLA adherence, automation impact via ServiceNow performance analytics, and AI-driven efficiencies.

Qualifications & Experience:

• 8+ years of experience in ITSM, with deep expertise in core ServiceNow ITSM functions - Change, Problem, Incident and Knowledge Management.
• Strong hands-on experience with ServiceNow, including workflow automation, Virtual Agent, AI Ops, and reporting.
• ITIL v4 Certification preferred.
• Proven experience running ITSM in a fully cloud-native environment (AWS, Azure, or Google Cloud).
• Expertise in ITIL frameworks and ITSM evolution in DevOps, Agile, and cloud-centric organizations.
• Exposure to CMDB, IT Asset Management, and Major Incident Management is a plus.
• Excellent communication and stakeholder management skills, with the ability to socialize and champion ServiceNow capabilities and ITSM modernization initiatives across teams.
• Experience in a regulated industry (e.g., fintech, banking, healthcare) is a plus.
• Strong automation mindset, with inclination (or prior experience) leveraging ServiceNow AI/ML capabilities, chatbot automation, and process orchestration

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including: 

• Competitive salary
• Opportunity to earn an annual bonus.
• Great career growth and development opportunities in a global organization
• A flexible approach to work

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

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