Senior Engineer, ITSM & Knowledge Lead

Job description

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. 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 Perks Playlist: Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer): Comprehensive medical, dental, and vision coverage Including 100% coverage for out-patient in-network mental health services Fertility coverage for eligible medical plan participants Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year) Student Loan Repayment Assistance and Tuition Reimbursement 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution A variety of ways to prioritize much-needed time away from work including: Flexible Paid Time Off (PTO) for exempt employees 3-weeks PTO for non-exempt employees 2-weeks paid Winter Break 10 Company Holidays (including Juneteenth and Wellbeing Day) Summer Fridays (between Memorial Day and Labor Day) Generous paid parental leave for every type of parent Check out our full overview of benefits on the Perks Playlist page of the career site. Disclaimer: This job description only provides an overview of job responsibilities that are subject to change. Universal Music Group is an Equal Opportunity Employer We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah. Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT. For more information, please click on the following links. E-Verify Participation Poster: English / Spanish E-Verify Right to Work Poster: English | Spanish Job Category: Technology