ServiceNow ITSM Manager

Introduction

Be among the first 25 applicants and start your journey at Crowe where flexibility and impact meet a rewarding career.

Crowe is seeking an experienced Service Now ITSM Manager to support the delivery of ITIL‑aligned digital workflows on the Service Now platform. In this hands‑on role you will design, configure, and enhance ITSM solutions that help clients modernize their service delivery operations.

• Configure and enhance core ITSM applications (Incident, Problem, Change, Request, Knowledge, Survey, Service Catalog).
• Build workflows, automations, and integrations using Service Now 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.
• 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.

• 5+ years professional experience, including 2+ years hands‑on Service Now 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.

• Strong JavaScript skills and proficiency with Service Now 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.

• Service Now CSA – Required
• Service Now CIS–ITSM – Preferred
• CAD, ITIL Foundation – Preferred

Your exceptional people experience starts here. At Crowe, we care about our people and offer employees a comprehensive total rewards package. Learn more about what working at Crowe can mean for you.

The Final date to receive applications for this role is 02/02/2026.

Crowe LLP provides equal employment opportunities to all employees and applicants for employment 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. Crowe LLP does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third‑party paid service at any time.

Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre‑existing agreement signed by both parties covering the submission will be considered the property of Crowe, free of charge.