Full-Time
Senior ITSM Manager
Servicenow Expert
Posted on 10/31/2025
Convera
1-10 employees
B2B cross-border payments platform leveraging AI
No salary listed
Pune, Maharashtra, India
In Person
 IT & Security (2) |
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- 8+ years of experience in ITSM, with deep expertise in core ServiceNow ITSM functions - Change, Problem, Incident and Knowledge Management
- Strong hands-on experience with ServiceNow, including workflow automation, Virtual Agent, AI Ops, and reporting
- ITIL v4 Certification preferred
- Proven experience running ITSM in a fully cloud-native environment (AWS, Azure, or Google Cloud)
- Expertise in ITIL frameworks and ITSM evolution in DevOps, Agile, and cloud-centric organizations
- Excellent communication and stakeholder management skills, with the ability to socialize and champion ServiceNow capabilities and ITSM modernization initiatives across teams
- ITSM Process Leadership – Own and enhance Change, Problem, Incident, and Knowledge Management processes, ensuring alignment with ITIL best practices and business objectives
- Knowledge Management – Drive the adoption of a structured knowledge repository, ensuring that ServiceNow Knowledge Management capabilities are fully utilized for self-service and support teams. Develop and oversee a structured knowledge repository, driving adoption and self-service capabilities
- Change Management Oversight – Own the Change Management process, chair Change Advisory Board (CAB) meetings, and minimize risks associated with system updates and deployments. Drive governance for Change Advisory Board (CAB) meetings, standardize change workflows, and minimize service disruptions
- Problem Management – Establish proactive problem management practices, leveraging ServiceNow to automate incident correlation, root cause analysis, and knowledge sharing. Establish root cause analysis (RCA) processes, reduce recurring incidents, and drive proactive problem resolution. Partner with incident management teams to ensure that major incidents trigger effective problem management, using ServiceNow analytics and reporting to drive continuous improvements
- ServiceNow Optimization – Leverage ServiceNow to automate and improve ITSM processes, ensuring seamless execution, reporting, and compliance. Act as the ServiceNow ITSM Champion, identifying opportunities to enhance Change, Problem, and Knowledge Management through automation, workflow improvements, and data-driven decision-making
- Optimize Change Management in a DevOps-driven world, aligning ITSM governance with CI/CD pipelines and cloud deployment models
- Enhance Problem Management through intelligent log analysis and predictive AI models, reducing downtime and accelerating RCA (Root Cause Analysis)
- Develop and refine ITSM processes suited for a fully cloud-native environment, ensuring agility, resilience, and scalability
- Drive self-service and automation-first approaches, ensuring minimal manual intervention in repetitive ITSM tasks
- ServiceNow Evangelism & Training – Act as an internal advocate for ServiceNow capabilities, conducting trainings, demos, and roadshows to increase awareness and adoption of its features across IT and business teams. Champion and expand ServiceNow capabilities, identifying areas to automate workflows, enhance reporting, and integrate AI-driven insights
- Design and implement automation within ServiceNow, reducing manual interventions in Change, Problem, and Knowledge Management
- Leverage ServiceNow Virtual Agent and AI Ops to automate ticket triage, anomaly detection, and predictive problem management
- Integrate ITSM with Cloud-native monitoring and observability tools, ensuring a seamless flow of incident, problem, and change data across platforms
- Stakeholder Engagement & Communication – Work closely with IT Operations, Security, Engineering, and Business teams to ensure ITSM processes are understood, adopted, and optimized
- Incident & Major Incident Collaboration – Work closely with incident management teams to ensure effective resolution of major incidents and post-incident reviews
- Compliance & Risk Management – Ensure that all ITSM processes are audit-ready, compliant with regulatory and security requirements, and properly documented in ServiceNow
- Reporting & Metrics:
- Define, measure, and report ITSM KPIs, ensuring continuous service improvements and adherence to SLAs/OLAs
- Define key ITSM KPIs and analytics, using ServiceNow dashboards to measure SLA/OLA adherence, automation impact via ServiceNow performance analytics, and AI-driven efficiencies
- ITIL v4 Certification preferred
- Exposure to CMDB, IT Asset Management, and Major Incident Management is a plus
- Experience in a regulated industry (e.g., fintech, banking, healthcare) is a plus
- Strong automation mindset, with inclination (or prior experience) leveraging ServiceNow AI/ML capabilities, chatbot automation, and process orchestration
- Proven experience running ITSM in a fully cloud-native environment (AWS, Azure, or Google Cloud)
Convera provides a global settlement network and technology-led solutions for businesses to send and receive international payments. The platform uses artificial intelligence to automatically process multilingual emails, redact sensitive financial data, and route inquiries to the correct teams to speed up transactions. Unlike traditional banks, this non-bank provider focuses specifically on reducing friction in cross-border trade for diverse sectors like NGOs and education. The company's goal is to help organizations manage their cash flow and operate globally with confidence through a more efficient payment infrastructure.
Company Size
1-10
Company Stage
N/A
Total Funding
N/A
Headquarters
Phoenix, Arizona
Founded
2008
Simplify's Take
What believers are saying
- Ripple partnership enables faster payments in slow traditional corridors since April 2026.
- Meaghan Riley's February 2026 appointment drives go-to-market growth from Google Cloud.
- 2025 AI deployment boosts productivity across engineering, sales, and operations.
What critics are saying
- SEC actions against Ripple's XRP trigger customer exodus in 6-12 months.
- Mastercard's BVNK acquisition commoditizes Convera's stablecoin rails in 12-18 months.
- AI email processing fails, causing data breach and SOC2 revocation in 3-6 months.
What makes Convera unique
- Convera integrates Ripple's stablecoin rails for fiat-to-stablecoin-to-fiat settlements.
- AI processes multilingual emails, redacts sensitive data, and routes inquiries automatically.
- Global network spans 140 currencies and 200 countries with 50+ banking partners.
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Benefits
Competitive salary
Opportunity to earn an annual bonus
Great career growth and development opportunities in a global organization
A flexible approach to work
Company News
Ripple joins Convera to streamline business payments with stablecoin rails. The deal brings Ripple's blockchain settlement rails into Convera's commercial payments network as stablecoins gain traction in global business transfers. 1 hours ago Convera said Tuesday it is partnering with Ripple to roll out crypto-enabled payment and treasury services for businesses, marking another sign that stablecoins are moving deeper into mainstream cross-border finance. The collaboration combines Convera's commercial payments and FX network with Ripple's blockchain-based liquidity and settlement infrastructure. Convera says the offering is designed to help businesses move money faster and more reliably, especially in payment corridors where traditional rails remain slow or costly. The structure is built around the stablecoin sandwich model, where a payment starts in fiat, settles through a regulated stablecoin, and ends in fiat again. That means enterprise users can benefit from blockchain-based settlement without needing to directly manage digital assets themselves. Convera handles the customer-facing payment flow, while Ripple provides the underlying liquidity, on and off-ramping, and cross-border settlement layer. The partnership also fits into Ripple's broader push to sell blockchain infrastructure to financial institutions. Ripple said in January that Ripple Payments had reached more than 90 percent of daily FX markets and processed over $95 billion in volume to date. In March, the company said customers, including Banco Genial and AMINA Bank were already using its infrastructure for near real-time cross-border flows, including use cases that bridge stablecoin and fiat rails. For Convera, the deal adds a new digital asset settlement lane to a business that already serves more than 26,000 customers across a network spanning more than 200 countries and territories. That gives the company a way to meet rising demand for faster treasury movement and more flexible global payouts without forcing customers to fully step into crypto native workflows. Stablecoins now sit near the center of the digital payments conversation as major card networks, fintechs, and banks test how blockchain-based settlement can reduce friction in global transfers. Visa said in January it was expanding stablecoin settlement for US banks, while Mastercard agreed this month to acquire stablecoin infrastructure firm BVNK for up to $1.8 billion. Even so, debate remains over how large the payments opportunity will become, with some analysts still arguing that real-world usage trails the hype. Disclosure: This article was edited by Estefano Gomez. For more information on how Cryptobriefing create and review content, see its Editorial Policy.
Convera, a global commercial payments provider, has partnered with Ripple to offer crypto-enabled payment and treasury solutions for businesses. The collaboration combines Convera's global network and foreign exchange expertise with Ripple's blockchain infrastructure and digital asset capabilities to enable faster cross-border payments. The partnership uses a "stablecoin sandwich" settlement model, where payments begin and end in fiat currency whilst leveraging regulated stablecoins for settlement. Convera manages the end-to-end payment experience, whilst Ripple provides liquidity, on/off-ramping and cross-border settlement infrastructure. The collaboration targets corridors where traditional payment options are limited, allowing businesses to access digital payment rails without directly managing digital assets. Convera operates across 140 currencies and 200 countries and territories.
Convera names Meaghan Riley to commercial leadership role. Published. February 24, 2026 Convera has appointed Meaghan Riley as Chief Commercial Officer as the company advances its growth strategy and expands revenue opportunities across markets and sectors. Riley joins Convera from Google Cloud North America, where she served as Chief Operating Officer and led a large-scale go-to-market transformation while launching high-growth business segments. In her new role, she will oversee commercial strategy and execution, with a focus on strengthening market presence and aligning go-to-market teams to support scalable growth. Patrick Gauthier, CEO of Convera, said, "Meaghan's impressive career journey and proven track record brings exceptional experience and unique assets that will strengthen our leadership team at this pivotal moment in Convera's journey." Riley brings senior leadership experience from prior roles at DocuSign and SAP, having managed complex operations across North America, Europe, Asia, and Latin America. Convera's Chairman, Bill McNichols, said, "Meaghan will play a key role in advancing our vision. She brings to Convera the know-how to enhance our market presence and unify our go-to-market teams into a powerful, revenue growth engine." Riley said she is pleased to join Convera's leadership team, citing its values and growth focus, and said she plans to help expand revenue and meet rising global demand for commercial payments.
Convera, a global commercial payments leader, has appointed Meaghan Riley as Chief Commercial Officer to drive growth and expand revenue opportunities across new markets and sectors. Riley previously served as Chief Operating Officer for Google Cloud North America, where she led go-to-market transformation and launched high-growth segments. Riley brings experience from senior roles at DocuSign and SAP, having led complex operations across North America, Europe, Asia and Latin America. She will unify Convera's go-to-market teams and enhance the company's market presence. In 2025, Convera achieved double-digit revenue growth and increased total turnover to nearly $190 billion, with payment transaction capacity reaching over 18,000 transactions per hour. The company also completed SOC2 certification and deployed AI-powered solutions across its organisation.
Convera appoints industry leader Meaghan Riley as Chief Commercial Officer to scale commercial growth and expand revenue opportunities. Former Google Cloud and SAP executive will build on Convera's success and leadership in the commercial payments sector SEATTLE - Convera, a global leader in commercial payments, today announces the appointment of Meaghan Riley to Chief Commercial Officer, as the company continues its growth trajectory, expands to new markets, and drives scalable revenue opportunities across geographies and sectors. Prior to Convera, Meaghan was Chief Operating Officer for Google Cloud North America, where she led a major go-to-market transformation and launched high-growth segments. This advertisement has not loaded yet, but your article continues below. "Meaghan's impressive career journey and proven track record brings exceptional experience and unique assets that will strengthen our leadership team at this pivotal moment in Convera's journey," said Patrick Gauthier, CEO, Convera. "Meaghan's leadership will be instrumental in delivering on our commitment to make global business payments simpler and smarter - serving our customers with excellence while building a high performing, aligned organization." Interested in more newsletters? Browse here. "As Convera continues to lead the market and deliver next generation commercial payments globally, Meaghan will play a key role in advancing our vision. She brings to Convera the know-how to enhance our market presence and unify our go-to-market (GTM) teams into a powerful, revenue growth engine," stated Bill McNichols, Convera Chairman of the Board, co-founder and managing partner of Goldfinch partners. Prior to leading operations for Google Cloud, Meaghan held senior leadership roles at DocuSign and SAP. She has delivered exceptional growth and financial results across industries, having led complex operations in North America, Europe, Asia, and Latin America. Her financial acumen and strong capabilities leading GTM teams will help Convera position itself as a global leader in business payments. She is a passionate advocate for diversity and inclusion, championing programs to foster equity and representation in the workplace. "I am proud and energized to join this ambitious leadership team as they continue to lead the market," said Meaghan Riley, newly appointed Chief Commercial Officer, Convera. "Convera's core values and growth mindset attracted me to join the movement they are leading, and together, I am excited to unlock new revenue opportunities and meet the rapidly growing global customer demand for modern commercial payments." Convera Drives Sustainable Growth Across Segments "We knew 2025 would be an ambitious year for Convera. Like many organizations, we've had to navigate through uncertainty, but we've responded with resilience in a moment of challenge and complexity. As a result, we've made meaningful, measurable accomplishments worthy of celebrating," said Gauthier. In 2025, Convera accelerated its transformation. The company delivered record performance, achieving double digit revenue growth and increased total turnover to nearly USD 190B with payments transaction capacity reaching more than 18,000 transactions per hour. The company was recognized for its services by marquis customers across segments, including Identity Digital, IDB Global Federal Credit Union, Betcris, Melecs and Prisma Capital, to name a few. This advertisement has not loaded yet, but your article continues below. Convera also invested in future-proofing security and compliance measures by completing its SOC2 certification, in addition to establishing a new strategic collaboration with iPID, a global Know Your Payee (KYP) verification provider, to enhance our payment validation process and comply with the Verification of Payee (VoP) mandate issued by the European Union. Furthermore, Convera successfully deployed AI-powered solutions across the entire organization, to elevate productivity and enable teams in engineering, sales, marketing, and operations to reach new heights of innovation and impact. About Convera Convera is a global leader in commercial payments. With an unrivaled regulatory footprint and a financial network spanning more than 140 currencies and 200 countries and territories, Convera is reimaging the future of business payments. We combine tech-led payment solutions with deep expertise in foreign exchange, risk management, and compliance. From small businesses to CFOs and treasurers, we're helping our customers grow with confidence. Convera makes business payments simple, smart, and secure. View source version on businesswire.com: