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Mid-level, metro ITSM role with common skillset (2–4 years) and broad requirements, yielding high applicant density.
ITSM and ServiceNow skills are transferable across industries but require domain knowledge, so medium sensitivity.
Explicit 2–4 years requirement plus ServiceNow and ITIL experience increases filter strictness.
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Manage end-to-end service management processes focusing on Major Incident, Change, and Problem Management to improve service quality and compliance.
Coordinate major incident bridge calls, change advisory board meetings, and problem review board meetings, ensuring timely communication and resolution.
Produce governance reports, compliance audits, KPI/SLA reporting, and drive continual service improvement initiatives.
2-4 years of relevant experience or equivalent combination of education and experience.
ITIL Foundation Certification preferred.
Experience with ServiceNow or equivalent ITSM platforms.
Strong analytical and reporting skills including advanced Microsoft Excel, Power BI, and Microsoft 365 skills.
Experienced in facilitating operational and governance meetings such as CAB, PRB, and MIM Reviews with strong stakeholder management skills.
Proven ability to manage and report on KPIs, SLAs, and service compliance metrics in an IT service management context.
Demonstrates operational ownership of ITIL service management processes with focus on reducing service disruptions and improving incident/problem resolution.