Location
wellington, wellington, New-Zealand
Posted
July 08, 2026
Job Description
ITSM Service Improvement Lead (ServiceNow)
About the Role
We are looking for an experienced ITSM Service Improvement Lead to help reduce a large backlog of Service Desk tickets relating to user and application provisioning.
Working in a ServiceNow environment, you will review current processes, identify bottlenecks, implement improvements, and help improve service delivery performance. This is a hands‑on role for someone who can drive change and deliver outcomes, not just make recommendations.
Responsibilities
- Review user and application provisioning processes.
- Analyse ServiceNow data, workflows, and ticket trends.
- Identify and remove process bottlenecks.
- Implement improvements to reduce backlog and improve service performance.
- Work closely with Service Desk, Operations, Support, Security, and Technical teams.
- Improve request fulfilment processes, workflows, and service catalogue...