Overview This role will focus on improving incident management workflows, identifying operational trends, developing meaningful reporting, and enhancing service delivery across a complex technology environment.
The ideal candidate will have strong experience with ITSM processes, reporting, KPI development, and stakeholder collaboration. This individual will play a key role in analyzing service performance, improving operational workflows, and helping technical teams deliver a consistent, high-quality user experience.
This position requires someone who can operate effectively in a fast-paced environment, communicate across technical and business teams, and provide leadership during critical service disruptions.
Required Qualifications - 5+ years of experience in IT Service Management, incident management, reporting, or operational improvement.
- Experience working with ITSM platforms and service management processes.
- Strong understanding of incident, request, problem, and change management practices.
- Experience creating and managing KPIs, SLAs, dashboards, and operational reporting.
- Strong analytical skills with the ability to identify trends and recommend solutions.
- Excellent communication and facilitation skills.
- Ability to work with technical teams, leadership, and business stakeholders.
- Strong organizational skills with the ability to manage competing priorities.
Preferred Qualifications - ITIL certification preferred.
- Experience with ServiceNow or similar ITSM platforms.
- Experience supporting enterprise technology environments.
- Experience coordinating major incidents or critical operational events.
- Experience in complex, multi-team organizations preferred.
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