IT Service Management Specialist

Job Title:

IT Project Manager

Type of Engagement: 12-month contract (Not open to 3rd party C2C consultants. Visa sponsorship is not available)

Work Location:

Hybrid position located in Greenville, SC (3 days in office)

Job Overview:
The IT Incident Process Analyst will serve as a key contributor within Americas IT Operations, responsible for driving operational excellence across Service Decommissioning, Provisioning, Incident, Problem, Change, and Service Lifecycle Management processes. The role will lead onboarding, operational support, automation, continuous improvement, and decommissioning initiatives in accordance with ITIL best practices and while leveraging AI and modern automation technologies to improve service quality, reliability, and efficiency.

The successful candidate will combine strong ITSM expertise, infrastructure knowledge, analytical thinking, and automation capabilities to improve service reliability, reduce operational overhead, and enhance the end-user experience.

• Maintain accurate service documentation, process documentation, and operational procedures.
• Drive adherence to ITIL processes and service management best practices.
• Provide real-time updates to executive leadership and impacted stakeholders throughout the end-to-end lifecycle.
• Develop operational dashboards, KPIs, and executive reporting.
• Drive operational reviews and facilitate continuous service improvement initiatives.

• Lead service lifecycle management activities from onboarding through retirement.
• Coordinate application, infrastructure, and platform decommissioning projects.
• Identify dependencies, business impacts, data retention requirements, and transition plans associated with retired services.
• Partner with infrastructure, security, compliance, and business teams to ensure safe and controlled service decommissioning.
• Maintain service inventories, CMDB accuracy, and lifecycle governance standards.

• Lead and coordinate the provisioning of IT infrastructure services, platforms, tools, and access required to support application development and business initiatives.
• Act as the primary liaison between application development teams, infrastructure teams, vendors, and stakeholders to ensure successful onboarding of new services and solutions.
• Facilitate planning, assessment, approval, implementation, and operational readiness activities for new services entering production.
• Manage service dependencies, infrastructure requirements, and deployment timelines to ensure successful delivery and transition into operations.
• Ensure provisioning activities follow established ITIL processes, governance standards, security requirements, and change management controls.

• Identify opportunities to automate repetitive operational activities using AI and low-code/no-code platforms.
• Develop solutions by leveraging Microsoft Power Platform, Service Now workflows, scripting, and AI-enabled tools.
• Utilize AI technologies to improve incident triage, knowledge management, root cause analysis, and operational reporting.
• Create dashboards, reports, and analytical models that support data-driven decision making.
• Use statistical and analytical techniques to identify operational trends, risks, and service improvement opportunities.

• 5+ years of experience in IT Service Management or Incident Management in a large enterprise.
• Strong understanding of ITIL practices, especially Incident, Problem, and Change Management.
• Understanding of how Infrastructure, Networks and Data Centers in an enterprise environment work.
• Ability to create and manage a backlog of improvement topics, including required effort, timing, and priority.
• Ability to lead a transverse group of resources to investigate root cause and follow up actions.
• Communicate with users and Incident resolvers to create a plan to make sure the problem does not occur again.
• Demonstrates experience in leading Change Management processes, including assessing risk, coordinating change approvals, and ensuring successful implementation with minimal…