Experience: Five or more years of experience in IT service management or related disciplines, with expertise in ITSM/ITIL processes, major incident and change management, technology governance, root-cause analysis, ServiceNow or comparable platforms, process documentation, reporting, and cross-functional decision-making in complex enterprise environments. The position facilitates the Change Advisory Board, leads and coordinates major incident response, governs post-incident and problem-management follow-through, and partners with the ServiceNow platform team to translate approved process requirements into sustainable workflows, records, dashboards, and automation.