What are the responsibilities and job description for the Project Lead Intermediate (ITSM Specialist) position at BLYK Engineering Services Inc.?
Position Overview
The Project Leader/IT Service Management Specialist will play a pivotal role in supporting our organization''s IT service delivery, ensuring effective management and continual improvement of critical IT processes. The successful candidate will work closely with cross-functional teams to implement best practices, drive process optimization, and uphold service quality standards using the ServiceNow platform.
Required Skillset
- IT Change Management: Proven experience in planning, coordinating, and documenting changes within complex IT environments. Must demonstrate a strong grasp of risk assessment, change evaluation, and post-implementation review processes.
- IT Incident Management: Experience in incident detection, prioritization, and resolution. Should possess the ability to minimize business impact through efficient response and escalation procedures.
- IT Problem Management: In-depth knowledge of problem analysis, root cause identification, and long-term remediation strategies. Capable of driving proactive measures to prevent future incidents and problems.
Certifications and Qualifications
Candidate must hold a current ITIL Foundations or advanced active certification. And ServiceNow Certification
- Process Improvement Expertise: Demonstrated ability to identify opportunities for process enhancement across all three frameworks. Experience leading process reviews and implementing improvements that result in measurable service quality gains.
- ServiceNow Platform Experience: Hands-on experience utilizing the ServiceNow platform to manage and optimize IT Change, Incident, and Problem Management workflows. Demonstrated ability to leverage ServiceNow''s capabilities for process automation, reporting, and integration with other IT service management tools.
Key Responsibilities
- Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring alignment with industry standards and organizational objectives.
- Act as Incident Manager and/or Major Incident Manager during high priority incidents, coordinating rapid response, communication, and resolution efforts to minimize business impact and ensure timely restoration of services.
- Collaborate with stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.
- Monitor process performance metrics and provide regular reporting to management, highlighting achievements and areas for further improvement.
- Deliver training and guidance to IT teams on best practices and updated procedures for managing changes, incidents, and problems.