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Metro-based, mid-level ITSM role with moderate brand and niche ServiceNow skills.
Moderately transferable across industries but prefers ITSM, ServiceNow, and ITIL experience.
Explicit 2–4 years plus ServiceNow/ITSM and process governance expectations increase screening rigor.
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Oversee and administer ITIL-based Major Incident, Change, and Problem Management processes ensuring service quality and compliance across Unisys service deliveries.
Coordinate Major Incident bridge calls, Change Advisory Board (CAB), and Problem Review Board (PRB) meetings, managing communications, documentation, and root cause analyses.
Generate and maintain governance reports, dashboards, compliance audits, and drive continuous improvement initiatives to meet contractual service levels and operational targets.
Work Experience Required: 2-4 years relevant experience or equivalent combination of education and experience.
Mandatory Skills: Strong understanding and hands-on experience with Incident, Major Incident (MIM), Change, and Problem Management processes.
Preferred Certification: ITIL Foundation certification preferred.
Mandatory Tools Experience: Experience with ServiceNow or equivalent ITSM platform; advanced skills in Microsoft Excel, Power BI, and Microsoft 365.
Operationally focused on coordinating and communicating across multiple stakeholder groups including clients, technical teams, and leadership with strong governance facilitation skills.
Experienced in managing ITSM processes end-to-end on live service environments, skilled in incident resolution, change impact analysis, and problem root cause tracking.
Analytical and detail-oriented with ability to produce accurate governance reporting, audit compliance, and continuous improvement recommendations using ITSM platforms and business intelligence tools.