Project Leader - IT Service Management

Position Overview

• The Project Leader/IT Service Management Specialist will play a pivotal role in supporting our organization's IT service delivery, ensuring effective management and continual improvement of critical IT processes.
• The successful candidate will work closely with cross-functional teams to implement best practices, drive process optimization, and uphold service quality standards using the Service Now platform.

Required Skillset

• IT Change Management: Proven experience in planning, coordinating, and documenting changes within complex IT environments. Must demonstrate a strong grasp of risk assessment, change evaluation, and post-implementation review processes.
• IT Incident Management: Experience in incident detection, prioritization, and resolution. Should possess the ability to minimize business impact through efficient response and escalation procedures.
• IT Problem Management: In-depth knowledge of problem analysis, root cause identification, and long-term remediation strategies. Capable of driving proactive measures to prevent future incidents and problems.

• ITIL Foundations Certification: Candidate must hold a current ITIL Foundations certificate, evidencing a thorough understanding of IT service management principles and terminology.
• Process Improvement Expertise: Demonstrated ability to identify opportunities for process enhancement across all three frameworks. Experience leading process reviews and implementing improvements that result in measurable service quality gains.
• Service Now Platform
  
  Experience:
  
  Hands-on experience utilizing the Service Now platform to manage and optimize IT Change, Incident, and Problem Management workflows. Demonstrated ability to leverage Service Now's capabilities for process automation, reporting, and integration with other IT service management tools.

Key Responsibilities

1. Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring alignment with industry standards and organizational objectives.

2. Act as Incident Manager and/or Major Incident Manager during high priority incidents, coordinating rapid response, communication, and resolution efforts to minimize business impact and ensure timely restoration of services.

3. Collaborate with stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.

4. Monitor process performance metrics and provide regular reporting to management, highlighting achievements and areas for further improvement.

5. Deliver training and guidance to IT teams on best practices and updated procedures for managing changes, incidents, and problems.

Candidate Profile

The ideal candidate will be an analytical thinker with a passion for process optimization and service excellence. Strong communication and stakeholder management skills are essential. The candidate should have a track record of successful project delivery in IT Service Management environments and be committed to ongoing professional development.

Education

Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field or equivalent work experience.

Experience

A minimum of five (5) years' experience is required.

Complexity

• Intermediate-level technical role.
• Assists with the execution and maintenance of Service Now workflows across core ITSM processes, including Incident, Change, Request, and Problem Management.
• Performs assigned tasks such as updating workflow states, validating task completions, maintaining data accuracy within CHG/INC/REQ records, and documenting routine process activities.
• Supports the project team by monitoring workflow transitions, verifying SLA timers, and coordinating straightforward process steps under close direction of project and/or program managers.
• Follows established Service Now configuration standards, ensuring adherence to defined approval paths, assignment rules, and process governance requirements.