Description

Lead IT Change, Incident, and Problem Management processes using ServiceNow. Own workflow configuration, automation, and reporting to improve efficiency and reduce operational risk.

Responsibilities

• Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes aligned with industry standards.
• Act as Incident Manager or Major Incident Manager during high-priority incidents, coordinating response and resolution efforts.
• Analyze existing workflows, recommend enhancements, and implement changes to improve efficiency and reduce operational risk.
• Monitor process performance metrics and provide regular reporting to management.
• Deliver training and guidance to IT teams on ITSM best practices and updated procedures.

Required Skills

• 5+ years of experience in IT Service Management (ITSM).
• Hands-on experience with ServiceNow, including workflow configuration, process automation, and reporting.
• Proven ability to coordinate and manage high-priority incidents.
• ITIL Foundations Certification demonstrating strong understanding of ITSM principles.
• Strong analytical, process improvement, and problem-solving skills.
• Excellent communication and stakeholder management capabilities.

Preferred Skills

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• Experience leading process improvement initiatives across ITSM frameworks.
• Knowledge of integrating ServiceNow with other IT service management tools.

Key Skills

Education

Bachelor's degree