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Mid-level, metro location, common ITSM skillset and ServiceNow experience increase applicant competition density.
Service management skills are transferable across industries but require ITIL/ITSM experience, giving moderate sensitivity.
Explicit 2-4 years, ITIL preference and mandatory ServiceNow/ITSM experience create moderate screening strictness.
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Oversee and facilitate ITIL-based service support processes including Major Incident Management, Change Management, and Problem Management to improve overall service quality.
Coordinate major incident bridge calls, change advisory boards, and problem review boards, ensuring timely communication and compliance with policies.
Produce governance reports, monitor process compliance, conduct audits, and drive continual improvement initiatives to meet SLAs and service commitments.
2-4 years relevant experience or equivalent combination of education and experience.
Any degree qualification.
Preferred ITIL Foundation Certification; experience with ServiceNow or equivalent ITSM platforms.
Strong analytical, reporting, stakeholder management, and communication skills.
Experienced in operational coordination of ITIL processes (MIM, Change, Problem Management) in a service delivery environment.
Comfortable facilitating governance and operational meetings with multiple stakeholders including clients and resolver teams.
Skilled in generating and analyzing KPI, SLA, and service management reports using tools like Microsoft Excel and Power BI.