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Metro mid-level generalist ITSM role with broad skills and ServiceNow demand drives high competition.
ITSM, ServiceNow, and infrastructure skills are broadly transferable across industries.
Requires ITIL and service management platform experience, creating moderate applicant filtering.
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Manage and optimize IT service management processes including incident, problem, and change management within enterprise infrastructure.
Monitor service performance, track SLAs, and report on KPIs to ensure operational efficiency and high service quality.
Drive continuous improvements and automation in service delivery and collaborate with infrastructure and support teams to align with business goals.
Strong knowledge of ITIL frameworks and experience managing enterprise IT service management processes.
Experience coordinating incident, problem, and change management across large-scale IT infrastructure.
Familiarity with enterprise IT infrastructure components such as servers, networking, storage, cloud, and virtualization.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in managing service management lifecycle in an enterprise-scale infrastructure environment.
Skilled in using service management platforms like ServiceNow or BMC for monitoring and reporting.
Able to analyze complex incidents and lead root cause analysis to improve system resilience and service delivery.