Crowe
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ServiceNow ITSM Manager
role at
Crowe
Our journey at Crowe starts here. We build meaningful careers with flexibility, trust, and integrity. Over 80 years, we invest in AI-enabled insights and technology-powered solutions to enhance service delivery. Join Crowe to 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.
Responsibilities
Configure 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 Common Service Data Model (CSDM) definitions and constructs.
Translate business requirements into scalable, ITIL‑based technical solutions within the Agile framework.
Troubleshoot issues, support testing cycles, and participate in deployment activities.
Lead client‑facing workshops, gather requirements, and educate clients on ITSM best practices.
Partner with architects and client stakeholders to ensure quality and alignment with best practices.
Produce clear technical documentation and contribute to continuous platform improvement.
Qualifications
5+ 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 Skills
Strong 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.
Certifications
ServiceNow CSA – Required
ServiceNow CIS–ITSM – Preferred
CAD, ITIL Foundation – Preferred
Benefits At Crowe, we offer a comprehensive total rewards package. Learn more about working at Crowe and the growth opportunities we provide.
Growth and Development We nurture talent in an inclusive culture that values diversity. You will meet regularly with a Career Coach to guide you in your career goals and aspirations.
EEO Statement Crowe LLP provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, genetics, national origin, disability or protected veteran status, or any other characteristic protected by federal, state or local laws.
Application Deadline The application deadline for this role is 02/02/2026.
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ServiceNow ITSM Manager
role at
Crowe
Our journey at Crowe starts here. We build meaningful careers with flexibility, trust, and integrity. Over 80 years, we invest in AI-enabled insights and technology-powered solutions to enhance service delivery. Join Crowe to 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.
Responsibilities
Configure 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 Common Service Data Model (CSDM) definitions and constructs.
Translate business requirements into scalable, ITIL‑based technical solutions within the Agile framework.
Troubleshoot issues, support testing cycles, and participate in deployment activities.
Lead client‑facing workshops, gather requirements, and educate clients on ITSM best practices.
Partner with architects and client stakeholders to ensure quality and alignment with best practices.
Produce clear technical documentation and contribute to continuous platform improvement.
Qualifications
5+ 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 Skills
Strong 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.
Certifications
ServiceNow CSA – Required
ServiceNow CIS–ITSM – Preferred
CAD, ITIL Foundation – Preferred
Benefits At Crowe, we offer a comprehensive total rewards package. Learn more about working at Crowe and the growth opportunities we provide.
Growth and Development We nurture talent in an inclusive culture that values diversity. You will meet regularly with a Career Coach to guide you in your career goals and aspirations.
EEO Statement Crowe LLP provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, genetics, national origin, disability or protected veteran status, or any other characteristic protected by federal, state or local laws.
Application Deadline The application deadline for this role is 02/02/2026.
#J-18808-Ljbffr