Senior ServiceNow ITSM Specialist

Your Journey at Crowe Starts Here:

At Crowe, your career is our priority. We offer real flexibility to balance work and life moments, allowing you to make an impact as you grow. Here, we value your individuality, care for your well-being, and promote your professional development. With equitable access to growth opportunities and leadership paths, you can thrive with us. For over 80 years, our commitment to delivering excellent service through innovation has defined who we are, and we continually invest in new ideas, such as AI-driven insights and technology-based solutions, to enhance our offerings. Join us at Crowe and be part of shaping the future of our industry.

Job Description:

Crowe is seeking a talented Senior ServiceNow ITSM Specialist to drive the implementation of ITIL-aligned digital workflows on the ServiceNow platform. In this role, you will be instrumental in designing, configuring, and enhancing ITSM solutions aimed at modernizing client service delivery operations.

Responsibilities

• Configure and enhance core ITSM applications including Incident, Problem, Change, Request, Knowledge, Survey, and Service Catalog.
• Create workflows, automations, and integrations using ServiceNow scripting and Flow Designer.
• Develop advanced assignment rules and on-call schedules.
• Optimize the Service Operations Workspace, Employee Service Center, and Mobile experience to improve user engagement.
• Analyze and enhance Service Catalog items, SLAs/OLAs, and CMDB structures and relationships.
• Understand and apply the principles of the Common Service Data Model (CSDM).
• Translate business requirements into scalable, ITIL-based technical solutions within an Agile framework.
• Troubleshoot issues, support testing cycles, and assist in deployment activities.
• Lead client-facing workshops to gather requirements and educate clients on ITSM best practices.
• Collaborate with architects and client stakeholders to ensure quality outcomes and alignment with industry best practices.
• Produce clear technical documentation and contribute to ongoing platform enhancements.

Qualifications

• A minimum of 3 years of professional experience, including at least 2 years of direct involvement with ServiceNow ITSM.
• Strong capability in configuring and implementing core ITSM modules and workflows.
• Excellent communication and documentation skills; consulting experience is a plus.
• Willingness to travel up to 30% for client engagements.

Desired Skills

• Proficient in JavaScript and experienced with ServiceNow scripting methods and APIs.
• Expertise in ITSM processes and ITIL-based workflow design.
• Experience with integrations (REST/SOAP), automation, and fundamentals of CMDB.
• Ability to solve complex problems and work independently in a fast-paced environment.

Certifications

• ServiceNow CSA - Required
• ServiceNow CIS-ITSM - Preferred
• CAD, ITIL Foundation - Preferred

Your commitment to Crowe's values of Care, Trust, Courage, and Stewardship is essential. These values guide our actions and define our integrity.

The application deadline for this role is 03/06/2026.

All hired individuals will need to verify their identity and eligibility to work in the United States and complete necessary employment eligibility verification forms. Crowe is not offering work authorization sponsorship at this time.

The wage range for this position is between $74,100.00 and $147,800.00 annually, which considers various factors such as skills, experience, and organizational needs.

Our Benefits: Your exceptional experience at Crowe starts here. We know our people are our greatest asset, which is why we offer a comprehensive total rewards package.

How You Can Grow: You will receive guidance on achieving your career aspirations through consistent meetings with a Career Coach in an inclusive culture that values diversity.

More about Crowe: Crowe is one of America's largest public accounting, consulting, and technology firms, utilizing deep expertise to provide audit services to various entities while assisting clients in reaching their goals related to tax, advisory, and performance services. Crowe is recognized as one of the best places to work and serves as an independent member of Crowe Global, a vast global network of more than 200 independent accounting and advisory services firms in over 130 countries.

Crowe LLP is an equal opportunity employer and prohibits discrimination or harassment based on any characteristic protected by law.

Crowe does not accept unsolicited applications or referrals from staffing agencies or any third-party services.

Crowe will evaluate all qualified applicants, including those with criminal histories, in compliance with local and state laws regarding fair chance hiring practices.

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