Overview
Skills
Job Details
Job Summary:
We are seeking a skilled Project Manager with expertise in ITIL processes, ServiceNow, HRIS ticket management, project management, and incident response. This role involves driving ITSM and HRIS initiatives while ensuring compliance with best practices and service-level agreements.
Key Responsibilities:
Project Management:
Lead and deliver ITIL/ServiceNow and HRIS-related projects on time and within budget.
Create project plans, timelines, and resource allocations to achieve business objectives.
Collaborate with stakeholders to define project scope, deliverables, and success metrics.
ITIL/ServiceNow Management:
Oversee IT service management processes, including incident, problem, and change management.
Manage ServiceNow implementations, enhancements, and integrations.
Ensure alignment of ITIL practices with organizational goals.
HRIS Ticket Management:
Monitor and manage HRIS support tickets, ensuring timely resolution and efficient workflows.
Analyse ticket trends to recommend process improvements and optimize system usage.
Incident Response:
Develop and maintain incident response strategies to minimize system downtime.
Lead teams in resolving critical issues and conducting post-incident reviews.
Ensure adherence to incident escalation protocols and communication frameworks.
Qualifications:
8+ years of experience in project management roles, preferably in IT and HRIS domains.
Proven track record managing ITIL/ServiceNow implementations and HRIS systems.
Hands-on experience with incident response and ticket management processes.
Skills:
Proficient in ITIL frameworks, ITSM tools (preferred-ServiceNow), and HRIS platforms.
Strong understanding of project management methodologies (Agile, Waterfall, or hybrid).
Excellent communication and leadership skills to manage cross-functional teams.
Analytical and problem-solving abilities for incident management and process improvement.