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Moderate competition from mid-level metro roles with common service management skills and ServiceNow experience.
Requires ITSM and ServiceNow experience, transferable across industries but favors operational IT backgrounds.
Moderate filters: explicit 2–4 years, ITIL/ServiceNow preference, and reporting/tooling requirements.
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Oversee and coordinate Major Incident, Change, and Problem Management processes to ensure timely resolution and service quality.
Facilitate and lead operational and governance meetings including Major Incident bridge calls, CAB, and PRB to drive compliance and continuous improvement.
Generate and maintain process documentation, compliance reports, dashboards, and support audit requirements to ensure SLA/KPI adherence and contractual obligations are met.
2-4 years relevant work experience or equivalent combination of education and experience.
ITIL Foundation Certification preferred.
Experience with Incident, Major Incident, Change, and Problem Management processes.
Experience with ServiceNow or equivalent ITSM platforms and advanced Microsoft Excel, Power BI skills.
Experienced in coordinating client-facing IT service management operations with strong stakeholder communication skills.
Skilled in facilitating governance forums such as CAB and PRB and driving compliance to service management frameworks.
Analytical and process-oriented mindset focused on continual service improvement through root cause analysis and process adherence.