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Metro location, mid-level (2-4yrs) generalist service-management role attracts many qualified applicants.
ITIL and ServiceNow skills are broadly transferable across industries, enabling easy cross-industry fit.
Explicit 2-4 years requirement plus ITIL and ServiceNow experience creates moderately strict screening.
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Oversee and coordinate Major Incident Management (MIM), Change, and Problem Management processes to ensure service quality and compliance.
Facilitate and manage key governance meetings including Major Incident bridge calls, Change Advisory Board (CAB), and Problem Review Board (PRB).
Produce and maintain reporting dashboards, compliance audits, root cause analyses, and drive continuous improvement initiatives.
2-4 years relevant experience or equivalent education and experience.
ITIL Foundation Certification preferred.
Experience with ServiceNow or equivalent ITSM platform.
Strong analytical and reporting skills, advanced MS Excel, Power BI, and Microsoft 365 skills.
Experienced in coordinating ITIL-based service management processes specifically MIM, Change, and Problem Management.
Skilled in stakeholder communication and facilitating governance meetings involving multiple teams and clients.
Capability to analyze service trends, ensure compliance, and implement process improvements to reduce incident recurrence.