Servicenow ITSM Senior Staff

Your Journey at Crowe Starts Here

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.

Job Description

Crowe is seeking an experienced ServiceNow ITSM Senior Staff professional to support the delivery of ITIL-aligned digital workflows on the ServiceNow platform. In this hands-on role, you will design, configure, and enhance ITSM solutions that help clients modernize their service delivery operations.

Responsibilities

• Configure and enhance core ITSM applications (Incident, Problem, Change, Request, Knowledge, Survey, Service Catalog).
• Build workflows, automations, and integrations using ServiceNow 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.
• Ability to 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.

Qualifications

- 3+ years professional experience, including 2+ years hands-on ServiceNow 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.

Desired Skills

- Strong JavaScript skills and proficiency with ServiceNow 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.

Certifications

- ServiceNow CSA - Required

- ServiceNow CIS-ITSM - Preferred

- CAD, ITIL Foundation - Preferred

Our Values

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.

Compensation

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Crowe, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $74,100.00 - $147,800.00 per year.

Our Benefits

Your exceptional people experience starts here. At Crowe, we know that great people are what makes a great firm. We care about our people and offer employees a comprehensive total rewards package. Learn more about what working at Crowe can mean for you!

How You Can Grow

We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More About Crowe

Crowe is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. 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.