ServiceNow ITSM Senior

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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 audit, tax, and consulting.

Crowe is seeking an experienced Service Now ITSM Senior Staff professional 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.

• 3+ 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 Core System Administrator (CSA) – Required
• Service Now Certified Implementation Specialist – ITSM (CIS‑ITSM) – Preferred
• ITIL Foundation – Preferred

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 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.