Prod Func Cons ServiceNow ITSM Sr

· Required – Technical Skills

· Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field

· Over 10 years of ServiceNow platform administration and operations experience

· Strong knowledge of Incident, Problem, Change, Release Management

· Strong understanding of ITSM processes and ITIL-aligned ServiceNow modules

· Experience managing instance health, performance, availability, stability

· Experience with ServiceNow upgrades, security patches, releases

· Experience with release scheduling, risk assessment, change governance

· Knowledge of disaster recovery and business continuity processes

· Experience reporting operational KPIs and platform metrics

· Required – Soft Skills

· Over 10 years of people leadership experience

· Team leadership, coaching, performance management

· Ability to deputize for senior leadership

· Strong stakeholder and escalation management skills

· Strong problem-solving and prioritization skills

· Ability to manage multiple priorities in fast-paced environments

· Effective communication with globally distributed teams

· Ability to work across LATAM, North America, India

· Experience with ServiceNow CMDB, data quality, Discovery, Service Mapping, CI lifecycle governance

· Experience with ServiceNow access management, roles, access controls, certifications

· Knowledge of audit and SOX compliance processes

· ServiceNow Certified System Administrator or similar certification

· ITIL certification

· Lead and develop the Platform Ops team

· Act as Deputy to the ServiceNow Hub Lead

· Own ServiceNow instance health, performance, availability, stability

· Lead Incident, Problem, Change, Release Management

· Drive root cause analysis and resolution of platform issues

· Plan and execute upgrades, patches, security updates

· Govern releases, risks, schedules, change approvals

· Ensure adherence to ITSM and ITIL processes

· Own CMDB quality, Discovery, Service Mapping, CI lifecycle

· Contribute to the CMDB roadmap and operational priorities

· Manage ServiceNow access roles, controls, certification processes

· Ensure access governance supports audit and SOX compliance

· Monitor and report CMDB, ITSM, platform KPIs

· Coordinate with security and compliance teams

· Support disaster recovery and business continuity testing

· Ensure operational readiness before production releases

· Coordinate governance with managed service partners

· Report platform health, incidents, releases to stakeholders

· English: Advanced

· Location

· Bogotá and surroundings (Hybrid), Rest of Colombia (Remote)

· Special Conditions

· Not specified