ServiceNow ITSM Manager

Job Description

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.

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.

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

• 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

We 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.

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, and free of charge.

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, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

· Visit our webpage to see notices of the various state and local Ban‑the‑Box laws and Fair Chance Ordinances, where applicable.