ITSM Process Lead

Job Title

Pay Range: $39hr - $44hr

• Strong hands-on experience in ITIL / ITSM Process Management.
• Deep expertise in Incident, Problem, Change & Release Management.
• Experience working in regulated / healthcare environments preferred.
• Hands-on experience with Service Now ITSM.
• Strong communication, governance, and stakeholder management skills.

• Own and govern Incident & Major Incident Management (MIM) processes.
• Lead P1/P2 incident bridges, ensure timely resolution and communication.
• Track MTTR, SLA adherence, escalation handling, and service restoration.
• Drive post-incident reviews and improvements.
• Identify recurring incidents and initiate Problem Records.
• Lead Root Cause Analysis (RCA) and corrective/preventive actions.
• Track problem backlog and ensure permanent fixes are implemented.
• Govern Change Advisory Board (CAB) operations.
• Review, approve, schedule, and assess risk for changes.
• Ensure compliance to change policies and audit requirements.
• Track change success rate and minimize change-related incidents.
• Coordinate release planning across applications, infrastructure, and tools.
• Ensure proper impact assessment, scheduling, and rollback readiness.
• Align releases with freeze windows and business priorities.
• Own ITSM SOPs, workflows, RACI, and knowledge articles.
• Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT).
• Ensure alignment with Service Now configuration and reporting.
• Support internal/external audits and compliance reviews.
• Act as single point of contact for ITSM process matters.
• Work with stakeholders, service towers, vendors, and tool teams.
• Support transition, KT, and stabilization activities.
• Coach and mentor L2/L3 process managers and coordinators.

• ITIL v3 / v4 certification.
• Service Now ITSM certifications.