ServiceNow ITSM Manager

Your Journey at Crowe Starts Here:At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you're trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That's why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.Job Description:Crowe is seeking an experienced ServiceNow ITSM Manager to support the delivery of ITIL-aligned digital workflows on the ServiceNow platform. In this hands-on role, you will design, configure, and enhance ITSM solutions that help clients modernize their service delivery operations.ResponsibilitiesConfigure and enhance core ITSM applications (Incident, Problem, Change, Request, Knowledge, Survey, Service Catalog).Build workflows, automations, and integrations using ServiceNow scripting and Flow Designer.Build and configure advanced assignment rules and on-call schedules.Configure and optimize the Service Operations Workspace, Employee Service Center, and Mobile experience.Develop and optimize Service Catalog items, SLAs/OLAs, CMDB structures and relationships.Understand the definitions and construct of the Common Service Data Model (CSDM)Translate business requirements into scalable, ITIL-based technical solutions within the Agile framework.Troubleshoot issues, support testing cycles, and participate in deployment activities.Ability to lead client-facing workshops, gather requirements, and educate clients on best practices for ITSM.Partner with architects and client stakeholders to ensure quality and alignment with best practices.Produce clear technical documentation and contribute to continuous platform improvement.Qualifications5+ years professional experience, including 2+ years hands-on ServiceNow ITSM work.Proven ability to configure and implement core ITSM modules and workflows.Strong communication and documentation skills; consulting experience a plus.Willingness to travel up to 30% for client engagements.Desired SkillsStrong JavaScript skills and proficiency with ServiceNow scripting methods and APIs.Expertise across ITSM processes and ITIL-based workflow design.Experience with integrations (REST/SOAP), automation, and CMDB fundamentals.Ability to solve complex problems and work independently in a fast-paced environment.CertificationsServiceNow CSA - RequiredServiceNow CIS-ITSM - PreferredCAD, ITIL Foundation - PreferredWe expect the candidate to uphold Crowe's values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.The application deadline for this role is 04/30/ compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Crowe is not sponsoring for work authorization at this time.The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with

Created: 2026-04-04