Senior ServiceNow ITSM Practitioner

A Senior ServiceNow Practitioner at Prudential drives ITSM process maturity across a large, multi-entity enterprise by owning the design, governance, and continuous improvement of Incident, Problem, and Change Management practices. The role involves defining maturity metrics, leading root-cause analysis, and partnering with stakeholders to implement automation and AI-assisted triage within ITSM workflows. This position requires deep expertise in ServiceNow platform configuration, ITIL practices, and CMDB integration to ensure reliable data consumption for business-critical processes.