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Metro location, common ITSM title and early-mid experience increase candidate density.
ITSM and ServiceNow experience transfer across industries but require specific process and tool knowledge.
Explicit 2–4 year requirement plus ServiceNow and ITIL preference creates moderate filtering.
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Oversee and facilitate ITIL processes including Major Incident Management (MIM), Change Management (CM), and Problem Management (PM) to improve overall service quality.
Coordinate client-facing resources and conduct governance meetings such as Change Advisory Board (CAB) and Problem Review Board (PRB).
Generate service management reports, dashboards, and ensure compliance with service levels, contractual obligations, and process governance.
2-4 years relevant experience or equivalent combination of education and experience.
ITIL Foundation Certification preferred.
Experience with ServiceNow or equivalent ITSM platform.
Strong analytical and reporting skills including Microsoft Excel, Power BI, and Microsoft 365.
Experienced in managing end-to-end ITIL service support processes focusing on incident, change, and problem management.
Proficient in stakeholder management and facilitating operational and governance meetings.
Skilled in data-driven decision-making with ability to use dashboards and KPIs to drive continual improvement and compliance.