Senior Engineer, ITSM & Knowledge Lead - Woodland Hills, 91367
Universal Music Group
Job Description
Senior Engineer, ITSM & Knowledge Lead - Woodland Hills, 91367, United States of America
How we LEAD:
The Senior Engineer, ITSM & Knowledge Lead is accountable for stakeholder engagement and outcomes across IT Service Management (ITSM) processes and the ServiceNow Knowledge Base.
This role owns the domain backlog and KPIs, drives process improvements and operational reporting, and governs knowledge content quality and lifecycle to increase self-service adoption and reduce operational noise.
Working as part of a globally distributed ServiceNow team, the role partners closely with platform leadership, operations teams, and domain owners to ensure solutions are supportable, measurable, and delivered in alignment with platform standards and release cadence across time zones.
How you'll CREATE:
Own ITSM and knowledge stakeholder relationships and outcomes, backlog, and KPIs
Own ITSM process improvement across incident, request, problem, and change; define reporting and success measures
Own Knowledge Base governance: content standards, lifecycle, quality controls, and deflection strategy
Drive prioritisation, requirements, and UAT sign-off for ITSM/knowledge enhancements and changes
Partner with operations and platform teams to reduce noise, automate recurring work, and improve stability
Collaborate effectively with a global ServiceNow team across time zones; align delivery with platform standards and releases
Bring your VIBE
Strong stakeholder management; able to align IT operations and business partners to measurable ITSM outcomes
Solid ITIL/ITSM understanding with experience improving processes and operational reporting in enterprise environments
Knowledge management governance capability: content standards, lifecycle controls, and self-service adoption
Ability to translate operational pain points into structured backlogs, acceptance criteria, and measurable KPIs
Ability to operate effectively in a global, multi-timezone team with structured coordination and handoffs