Role Overview

We are seeking a highly motivated and proactive Service Now ITSM/ITOM/SPM Subject Matter Expert to support and enhance processes in a large, high-tech enterprise. This role involves working in a 24/7 environment to provide global user support, drive adherence to ITSM/ITOM/SPM processes, and collaborate closely with the global technical service desk.

The ideal candidate will have strong knowledge of ITIL processes, willingness to learn and grow, experience in incident and problem management, and a passion for improving and ensuring the quality of ITSM/ITOM processes across the organization.

Key Responsibilities

• Act as the primary expert for ITSM/ITOM/SPM processes and Service Now capabilities.
• Define and maintain best practices, standards, and process documentation.
• Collaborate with stakeholders to design, configure, and optimise ITSM workflows on the Service Now platform.
• Provide guidance and training to teams on ITSM/ITOM/SPM processes and Service Now functionalities.
• Support continuous improvement initiatives and ensure alignment with ITIL and organisational goals.
• Partner with Product Owner/Manager to shape ITSM/ITOM/SPM strategy and roadmap.

Team & Reporting

• Part of NXP IT’s modern DevOps organisation.
• Works closely with the ServiceNow DevOps team (7 core members 5–10 project members).
• Reports to Product Owner Service Now Platform, collaborating with architects and process owners.

Profile Requirements

• 10 years IT experience, with 5 years in ITSM/ITOM/SPM and Service Now.
• Deep knowledge of ITIL processes and Service Now ITSM/ITOM/SPM modules (Incident, Problem, Change, Request, CMDB).
• Experience with process design, workflow optimisation, and automation.
• Familiarity with Agile (SCRUM, SAFe) and DevOps principles.
• Strong understanding of integrations, data models, and reporting/analytics in Service Now.

Soft Skills

• Passionate about Service Now, with a continuous improvement mindset.
• Strong communication and stakeholder management skills.
• Analytical, structured, and able to translate business needs into practical solutions.
• Comfortable working in dynamic, global environments and influencing change.

Key Attributes

• Proactive and Detail-Oriented: Actively identifies process gaps and works to resolve them.
• Collaborative and Team-Oriented: Builds strong relationships across global teams to ensure seamless process execution.
• Resilient and Flexible: Thrives in a 24/7 environment, managing high-pressure situations with professionalism.
• Problem-Solver: Leverages analytical skills to identify and address process issues effectively.

What We Offer

• A challenging and rewarding role in a fast-paced, high-tech enterprise environment.
• Opportunities for professional development and certification.
• Competitive compensation, including shift allowances for 24/7 operations.
• A culture that values innovation, teamwork, and continuous improvement.

If you are passionate about Service Now and ITSM/ITOM/SPM, service quality, and operational excellence, we invite you to join our team and contribute to driving world-class IT service management across our global organization!

More information about NXP in India...