Job description

The Senior Specialist – Enterprise Tooling serves as the primary owner of the ServiceNow platform, overseeing its configuration, customization, governance, integrations, upgrades, patches, migrations, performance, security posture, and lifecycle management across the organization. The role drives platform strategy, establishes development standards, aligns business requirements with technical ServiceNow solutions, conducts capability assessments, and leads the development and deployment of ITSM modules including Incident, Problem, Change, Request, and CMDB. Responsibilities include optimizing CMDB data structures, relationships, workflows, and data quality; enabling ServiceNow support for Agile and DevOps workflows; conducting process improvement workshops using Lean and Six Sigma methodologies; developing metrics for continuous improvement; delivering digital literacy training and documentation; mentoring ServiceNow professionals; collaborating with IT, security, compliance, and business units; and identifying risks, issues, and dependencies across enterprise tooling initiatives. The position requires hands-on expertise as a ServiceNow ITSM Developer and Administrator, deep understanding of ITSM processes and governance frameworks, strong scripting and integration skills, and the ability to drive enterprise-wide tooling transformation in fast-paced, regulated environments.