Service Now & ITSM ManagerGlobal Platform & Process LeadershipBarcelona (Hybrid / Remote)12 Month Contract + ExtensionsContract to Hire AvailableCET Working HoursA major global consumer goods business is looking for a senior Service Now and ITSM specialist to take ownership of their global platform and lead continuous improvement of IT Service Management processes across a complex, multi-subsidiary international environment. This is a strategic, long-term freelance engagement with the option for contract to hire for the right person.Role OverviewYou will act as the single point of contact for all Service Now and ITSM topics globally, working closely with the business's Service Now implementation partner, Group IT teams, and local IT teams across subsidiaries. The role combines platform ownership, global process governance, and hands-on project management.Key ResponsibilitiesService Now Platform Ownership
Por favor, asegúrese de leer atentamente los siguientes detalles antes de enviar cualquier solicitud.
Act as global platform owner, managing the Service Now roadmap and backlogMaintain and develop the partnership with the Service Now implementation partnerOversee platform governance — roles, ACLs, integrations, data quality, best practicesValidate requirements and solution proposals; coordinate UAT and training Global ITSM Process Ownership
Own and evolve global ITSM processes: Incident, Request, Knowledge, Problem, Change, Configuration (CMDB/CSDM) ManagementSupport SPM process development — Demand, Project, Enhancement ManagementDefine standards, KPIs, operating procedures and process governance frameworksDrive adoption across global and local IT teams through training and documentationAlign global processes with local subsidiary requirements Project Management
Lead internal project management for all ITSM-related projectsCoordinate with Service Now partner and internal teams on scope, dependencies and designReview Statements of Work and provide approval recommendationsTrack risks, timelines, quality and resource needs; report to Head of IT Service & Client Management Training, Adoption & Support
Deliver training for IT support teams and end users globallyProduce clear documentation for platform and process changesSupport subsidiaries in adopting global ITSM standards and the xpzdshu Service Now platform Required ExperienceEssential
3–5 years hands-on Service Now experience — administration, configuration, governanceStrong ITSM process knowledge and ITIL v4 (Managing Professional preferred; ITIL v3 Intermediate acceptable)Proven experience managing external service providers and implementation partnersStrong project management capability — PMP certification advantageousExcellent communication, documentation and stakeholder management skillsExperience working in global or multi-location environmentsFluent English Desirable
Service Now CSA certification; CIS-ITSM or CIS-Discovery a plusKnowledge of CSDM; exposure to ITOM/DiscoveryExperience in multi-subsidiary or retail environmentsSpanish language skills