ITIL & ITSM Expertise: Strong experience with the ITIL framework, processes, and techniques, including Incident, Change, Problem Management, Continual Service Improvement, and Service Operations. Proficient in leveraging the full suite of ITSM modules/tools and using data-driven insights to monitor performance and outcomes. Familiarity with Agile/Scrum methodologies is a plus.
Project Management Skills: Define project scope, manage stakeholder expectations, gather requirements, develop detailed plans, and document project tasks. Demonstrated leadership skills with effective communication to internal, external, and hierarchical stakeholders. Skilled in identifying and mitigating risks, removing obstacles, and managing setbacks as they arise. Proficient in using project management tools to track progress and document processes.
ServiceNow Platform: Extensive experience with ServiceNow or comparable Service Management Suites (e.g., Remedy). Proficient in key ServiceNow modules, including Project & Demand Management, Reporting/Dashboards, Incident, Change, and Service Request Management. Familiarity with integrating the ServiceNow platform through API's is an asset.
Communication & Analytical Skills: Exceptional verbal and written communication skills, complemented by active listening and the ability to ask insightful, probing questions. Strong analytical and critical thinking abilities to tackle complex problems and identify trends. Proven experience in researching and presenting data-driven insights and recommendations to management effectively.
Technical & Functional Expertise: Functional understanding of IT architecture, including hardware, network, applications, and collaboration services. Advanced experience with Microsoft O365 applications and extensive proficiency with Microsoft Excel (including pivot tables and reporting).
Customer Satisfaction & Service Delivery: Focused on driving customer satisfaction, including following up on survey responses and addressing feedback. Proven ability to execute existing processes and determine when exceptions should be made to improve service delivery.
Problem-Solving & Process Improvement: Skilled in gathering, researching, and systematically interpreting data to analyze trends and provide credible solutions that encompass people, processes, or technology enhancements for complex issues. Experienced in process improvement and adept at identifying areas for refinement. Strong collaborator with a proven ability to work with teams to implement change.
Data Visualization: Skilled in creating impactful visualizations—such as charts, graphs, tables, and dashboards—that transform complex data sets into easily understandable formats. Proficient in utilizing tools like the MS Office suite (Excel, PowerPoint, Visio) and specialized applications such as Tableau.
Meeting Facilitation: Ability to run effective meetings through creating concise agendas, establishing meeting purpose, facilitating conversation through questions and exhibiting good listening skills. Knowing how to read the room.
Team Leadership Lead and mentor Service Onboarding (Project Management team Members), provide guidance and support to ensure team members are productive and motivated. Delegate tasks, resolve conflicts, and foster a collaborative environment. Keep tasks and documents in order to ensure smooth project execution. Motivate and guide Service Onboarding team to achieve project goals
Qualifications Experience: Minimum of 5 years of experience in project management, with at least 3 years in a leadership role.
Certifications: ITIL certification is mandatory, PMP or equivalent certification is preferred
Skills:
- Excellent leadership, communication, and organizational skills. Proficiency in project management software and tools.
- Extensive experience with ServiceNow or comparable Service Management Suites
- Advanced Excel Skills, work experience in Word, PowerPoint, MS-Visio, and Copilot
- Able to translate complex issues in an understandable, organized way
- Ability to work collaboratively with cross-functional teams
- Positive attitude with excellent verbal and written communication skills