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The ITSM Process Team Lead is responsible for leading the day-to-day operations and continuous improvement of IT Service Management (ITSM) processes across the organization. This role will guide a team of ITSM Analysts, collaborate closely with IT and business stakeholders, and ensure ITSM best practices are consistently applied and aligned with organizational goals. The ITSM Process Team Lead will report to the ITSM Process Owner and serve as a key liaison between the Process Owner, IT teams, and business units.
Roles and Responsibilities
- Lead and mentor a team of ITSM Process Analysts in documenting, maintaining, and improving ITSM processes (e.g., Incident, Change, Problem, CMDB, Service Request Management).
- Drive the implementation and standardization of ITSM processes across the organization using ServiceNow ITSM modules and related tools.
- Monitor and report on process performance through KPIs and metrics; identify trends and recommend improvements to ensure process efficiency and quality.
- Develop and maintain comprehensive process documentation, training materials, and user guides.
- Facilitate workshops and training sessions to promote ITSM process adoption across IT teams and business stakeholders.
- Ensure process compliance through regular audits and support for regulatory and internal reviews.
- Act as the primary point of contact for escalations related to ITSM process issues.
- Support the ITSM Process Owner in driving process governance and strategic process improvements.
Qualifications
- Bachelor’s degree in Information Technology, Business, or related field.
- 5+ years of experience in ITSM process management, including at least 1-2 years in a leadership or mentoring role.
- Strong knowledge of ITIL frameworks; ITIL v3/v4 Foundation certification required (Advanced certifications preferred).
- Extensive experience using ServiceNow ITSM modules and related tools in day-to-day operations.
- Proven ability to lead cross-functional teams and drive organizational change.
- Excellent analytical, problem-solving, communication, and leadership skills.
- Experience with process improvement methodologies (e.g., Lean, Six Sigma).
- Demonstrated success in leading change management initiatives.
- Strong data analysis and reporting capabilities.
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