Overview
Remote
On Site
Hybrid
$$50 / hr
Contract - W2
Contract - 1 day((s))
Skills
IT Service Management Manager
Job Details
Job Description:
- Minimum 12+ years of experience in IT operations and service management.
- Proven experience in Service Desk and Level 2 Application/Desktop Support.
- Strong knowledge of ITSM frameworks and tools (e.g., ITIL, ServiceNow, BMC Remedy, SolarWinds, Dynatrace, Datalog).
- Hands-on experience with Problem, Change, and Request Management.
- Understanding in managing and resolving Critical Incidents.
- Familiarity with Enterprise Monitoring tools and practices.
- Excellent analytical, communication, and documentation skills.
- ITIL v3 or v4 Certification.
- ServiceNow Experience
- ServiceNow Reporting/Dashboarding
- Experience in healthcare IT environments.
- Experience with process automation and service improvement initiatives.
- Familiarity with cloud-based ITSM solutions.
- Assess existing IT operational processes and identify areas for improvement.
- Design and update ITSM processes, including Problem Management, Change Management, and Request Fulfillment.
- Provide guidance and best practices for Critical Incident Management and Enterprise Monitoring.
- Collaborate with internal teams to document current-state processes and implement future-state workflows.
- Deliver feedback and recommendations on missing, outdated, or inefficient procedures.
- Support service transition efforts to ensure continuity and effectiveness of IT services.
- Facilitate workshops and training sessions to align teams with updated or newly introduced processes.
- Prepare documentation and supporting materials for RFPs covering L0 L2 support, Monitoring, and ITSM services.
- Ensure alignment with ITIL best practices and organizational goals.
- Promote adoption of process improvements across IT and business units.
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