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You will manage and optimize IT service management processes using the ServiceNow platform, ensuring contract compliance and optimal service delivery. Responsibilities Design and implement service offerings, request forms, workflows, approvals, and automation constructs within ServiceNow. Drive the end-to-end lifecycle of service re-engineering, including user story creation, wireframing, and functional design. Manage ITIL processes such as Incident, Problem, and Change management to ensure optimal service delivery. Perform Root Cause Analysis (RCA) for major incidents and develop Standard Operating Procedures (SOPs). Monitor and report on KPIs, including CSAT, SLA, and backlogs, while maintaining a centralized knowledge repository. Required Skills 5 to 8 years of hands-on experience in ITSM roles. Strong proficiency with the ServiceNow platform. Deep understanding of ITIL frameworks and processes, specifically Incident, Problem, and Change Management. Ability to manage and report on SLA and CSAT metrics. Experience in functional design, workflow automation, and integration design. Capability to conduct Root Cause Analysis (RCA) and manage escalation processes. Experience working within Agile methodologies. Preferred Skills Experience collaborating with developers to implement redesigned services and integrations. Enforcing content management policies for knowledge articles, FAQs, and user guides. .