Senior ServiceNow ITSM Practitioner

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed. We are looking for a senior ServiceNow practitioner to drive ITSM process maturity across a large, multi-entity enterprise environment. This role owns the design, governance, and continuous improvement of our Incident, Problem, and Change Management practices — the processes our business runs on every day — bringing ITSM process expertise and architectural judgement to how Incident, Problem, and Change consume and depend on CMDB and Discovery data. Job Description ITSM process ownership Own the end-to-end design, configuration, and continuous improvement of Incident, Problem, and Change Management — workflows, SLA definitions, approval models, and escalation paths. Design and maintain Incident Models and Change Models aligned to ITIL practice, ensuring they reflect real operational complexity across business units rather than a generic template. Define and track ITSM maturity metrics (MTTR, change success rate, problem-to-incident linkage, SLA compliance) and use them to drive a continuous improvement roadmap. Lead root-cause and trend analysis on recurring incidents, translating findings into Problem Management initiatives and permanent fixes rather than recurring workarounds. Partner with the service desk and operations teams to refine assignment rules, notification logic, and major incident processes. Identify opportunities for automation (auto assignments) and AI-assisted triage within ITSM workflows, and own the business case and rollout for approved initiatives. Translate ITSM process requirements into scalable platform configuration — balancing out-of-the-box capability against custom development. Own the relationship between ITSM workflows and the CMDB/Discovery layer: define what CI data Incident, Problem, and Change need, and work with the CMDB Analyst and Discovery support team to ensure it is reliably available. Act as the escalation and design partner for the CMDB Analyst and ITOM Discovery support personnel on cross-process issues — for example, when a CI relationship gap is blocking accurate Change risk assessment. Contribute ITSM-side requirements into CMDB and Discovery roadmap discussions, ensuring data architecture decisions serve real process needs. Own the role-based access control model for ITSM modules, balancing operational efficiency against least-privilege principles. Partner with platform governance stakeholders on access control design spanning ITSM, CMDB, and ITOM Discovery — including reviewing custom ACL patterns where native ServiceNow role granularity does not meet business requirements. Maintain clear governance documentation: process design records, role reference matrices, and decision logs that outlive any one project. Support audit and compliance reviews with accurate, current documentation of ITSM process design and access rationale. Cross-platform & stakeholder engagement Act as the primary ITSM point of contact for business-unit stakeholders, translating their operational pain points into platform-backed process improvements. Collaborate with the Business Units, CMDB Analyst, ITOM Discovery support team, security, and infrastructure to ensure ITSM processes are well-supported by accurate underlying data. Own a structured maturity assessment for ITSM processes — benchmarking current-state Incident, Problem, and Change practice against an industry maturity model (e.g. ITIL practice maturity, CMMI-for-services) and publishing a roadmap to close identified gaps. Identify manual, repetitive, or error-prone steps across ITSM workflows and lead the business case, design, and rollout of automation — Flow Designer, Integration Hub, or scripted remediation — to remove them. Evaluate and pilot AI-assisted capabilities (e.g. Now Assist for ITSM, predictive Incident categorisation, AI-generated Change risk summaries) and own the change management required to embed them into daily practice. Define success metrics for automation and AI initiatives (deflection rate, time saved, accuracy of AI-assisted triage) and report progress against them to platform leadership. Establish a recurring cadence — quarterly or similar — for reviewing platform and process maturity, ensuring improvement is continuous rather than a one-time project. Build the organisational appetite and governance guardrails for safe AI adoption in ITSM — balancing speed of automation against auditability, change risk and economics. Job Requirement 6–10 years of hands-on ServiceNow platform experience, with deep specialisation in ITSM — Incident, Problem, and Change Management — in a complex, multi-entity, or multi-business-unit environment. Demonstrated track record of driving measurable ITSM maturity improvements: reduced MTTR, improved change success rate, fewer repeat incidents. Experience leading or significantly contributing to a process or platform maturity assessment, with a published roadmap and evidence of follow-through. Hands-on delivery of at least one meaningful ITSM automation initiative — Flow Designer, Integration Hub, or scripted workflow — taken from business case through to measured outcome. Exposure to evaluating or piloting AI-assisted ITSM capabilities, with an understanding of the change management and governance needed to adopt them responsibly. Experience working as a peer alongside specialist CMDB and Discovery teams — comfortable influencing through process expertise and stakeholder relationships rather than direct authority. Deep working knowledge of core ITSM modules: Incident, Problem, Change, Service Catalog, and their workflow/SLA engines. Practical experience with ServiceNow automation tooling — Flow Designer, Integration Hub, and scripted Business Rules — to design and ship workflow automation. Working knowledge of Now Assist or comparable AI-assisted ITSM capabilities, including their configuration, limitations, and governance considerations. Strong grasp of CMDB fundamentals (CI classes, relationships, CSDM) sufficient to architect ITSM processes that depend on them — without requiring hands-on CMDB administration skills. Comfortable configuring Access Control Lists (ACLs) and reading server-side JavaScript (Script Includes, Business Rules) to participate in governance discussions, even if not the primary builder. Experience with ITSM reporting and dashboarding (Performance Analytics or equivalent) to track and present maturity, automation, and AI adoption metrics. ServiceNow Certified System Administrator (CSA). ServiceNow Certified Implementation Specialist — ITSM. ITIL 4 Foundation or higher — Practitioner-level ITIL certification in Incident, Problem, or Change Management is a strong plus. ITIL 4 Specialist: High-velocity IT, or equivalent exposure to automation and AI-enabled service management practice, is a plus. A process-first thinker who can step back from platform configuration and ask whether the underlying ITSM practice is actually mature, not just technically implemented. Naturally drawn to asking “why is this still manual?” — and equally comfortable building the business case as configuring the fix. Strong written communicator: able to produce clear process documentation, maturity roadmaps, and metrics-driven business cases for stakeholders at all levels. Collaborative by instinct — genuinely effective at working alongside specialist. Comfortable holding the tension between platform capability and process discipline — knows that most ITSM maturity problems are process and people problems first, configuration problems second. Pragmatic and risk-aware about AI adoption — excited by automation potential but disciplined about auditability, change control, and not automating a broken process. Experience in insurance, financial services, or another regulated, multi-entity industry. Exposure to IT Asset Management platforms (e.g. Flexera One) and an understanding of how ITSM data interacts with software asset and license data. Experience with Now Assist or other AI-assisted ITSM capabilities. Prior experience in a Major Incident Manager or Problem Manager capacity. Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.