Requirements
· Required – Technical Skills
· Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field
· Over 10 years of ServiceNow platform administration and operations experience
· Strong knowledge of Incident, Problem, Change, Release Management
· Strong understanding of ITSM processes and ITIL-aligned ServiceNow modules
· Experience managing instance health, performance, availability, stability
· Experience with ServiceNow upgrades, security patches, releases
· Experience with release scheduling, risk assessment, change governance
· Knowledge of disaster recovery and business continuity processes
· Experience reporting operational KPIs and platform metrics
· Required – Soft Skills
· Over 10 years of people leadership experience
· Team leadership, coaching, performance management
· Ability to deputize for senior leadership
· Strong stakeholder and escalation management skills
· Strong problem-solving and prioritization skills
· Ability to manage multiple priorities in fast-paced environments




· Effective communication with globally distributed teams
· Ability to work across LATAM, North America, India
Nice to Have (Technical Skills)
· Experience with ServiceNow CMDB, data quality, Discovery, Service Mapping, CI lifecycle governance
· Experience with ServiceNow access management, roles, access controls, certifications
· Knowledge of audit and SOX compliance processes
· ServiceNow Certified System Administrator or similar certification
· ITIL certification
Responsibilities (Activities to perform)
· Lead and develop the Platform Ops team
· Act as Deputy to the ServiceNow Hub Lead
· Own ServiceNow instance health, performance, availability, stability
· Lead Incident, Problem, Change, Release Management
· Drive root cause analysis and resolution of platform issues
· Plan and execute upgrades, patches, security updates
· Govern releases, risks, schedules, change approvals
· Ensure adherence to ITSM and ITIL processes
· Own CMDB qualit

📌 Prod Func Cons ServiceNow ITSM Sr (Colombia)
🏢 Softtek
📍 Colombia