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Niche ServiceNow skillset but metro location and mid-level experience increase applicant competition.
ServiceNow and ITIL skills transferable across industries but require domain-specific experience.
Explicit 3-6 years requirement and mandatory ITIL certification tighten screening.
Manage and improve ITIL process operations including Change, Incident, Request, Problem, or Knowledge Management to ensure best-in-class service delivery.
Develop and report on Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) to identify trends and enable proactive problem management.
Lead ITSM-related meetings, coordinate Change Advisory Board meetings, manage major incidents resolution, and develop process training.
Bachelor’s Degree or equivalent education/work experience.
3 - 6 years of experience in ITIL process operations.
ITIL 4 Foundation certification mandatory.
Strong verbal and written communication skills required.
Experienced in operational, tactical, and strategic management of ITIL/ITSM processes with proven process improvement involvement.
Capable of cross-functional collaboration to adopt ITIL/ITSM processes and establish Service Level Agreements (SLAs).
Able to lead meetings, coordinate multiple teams during major incidents, and produce insightful process reports and dashboards.