Senior Engineer, ITSM & Knowledge Lead

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...