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Metro location, mid-level (2-4 yrs), common service-management skillset and broad requirements increase applicant competition.
ITIL and ServiceNow-focused skills transfer easily across industries, making background fit broadly flexible.
Explicit 2-4 year requirement plus ServiceNow/ITSM experience raises moderate filtering but certification is only preferred.
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Oversee and facilitate ITIL-based service support processes including Major Incident Management, Change Management, and Problem Management to improve service quality.
Coordinate and communicate with technical teams, clients, and stakeholders to ensure compliance with service quality commitments and timely issue resolution.
Generate governance reports, conduct audits, and drive continuous improvement initiatives in service management processes.
ITIL Foundation Certification preferred; strong understanding of Incident, Major Incident, Change, and Problem Management processes required.
Experience with ServiceNow or equivalent ITSM platforms is required.
Work Experience Required: 2-4 years relevant experience or equivalent combination of education and experience.
Degree Required: Any degree.
Experienced in coordinating and facilitating governance and operational meetings such as Major Incident bridge calls, Change Advisory Board, and Problem Review Board.
Demonstrates strong analytical, reporting, and stakeholder management skills, including experience with KPI, SLA, OLA, and service management reporting.
Comfortable working with tools like Microsoft Excel, Power BI, and Microsoft 365 for data analysis and reporting to support service management decisions.