ITSM Change & Problem Coordinator

J & J CONSULTING PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading company is seeking an experienced ITSM Change & Problem Coordinator to oversee IT changes and problems in alignment with ITIL best practices. The role involves coordinating CAB meetings, leading critical incident analysis, and ensuring compliance with IT management standards. Ideal candidates will have strong analytical skills, a track record in IT service processes, and ITIL certification.

Qualifications

• Minimum 5 years of experience in IT Change and/or Problem Management.
• Strong knowledge of ITIL framework with practical application.
• ITIL Foundation certification is mandatory.

Responsibilities

• Coordinate Change Advisory Board (CAB) meetings.
• Lead root cause analysis (RCA) sessions for critical incidents.
• Monitor and report on change success/failure rates.

Skills

Analytical skills

Facilitation skills

Stakeholder communication

Documentation skills

Education

Degree in Computer Science

Degree in Information Systems

Tools

ServiceNow

Remedy

JIRA

Job description

Job Description:

We are looking for an experienced ITSM Change & Problem Coordinator to join our enterprise IT operations team. The role is responsible for ensuring effective coordination, governance, and resolution of IT changes and problems, in alignment with ITIL best practices. The ideal candidate will be detail-oriented, process-driven, and confident in driving continuous service improvement across complex IT environments.

Key Responsibilities:

• Coordinate and facilitate Change Advisory Board (CAB) meetings.
• Ensure all IT changes are logged, reviewed, and implemented with minimal risk.
• Lead root cause analysis (RCA) sessions for critical incidents and drive problem resolution.
• Maintain accurate documentation of changes and problems in the ITSM system.
• Work with cross-functional teams to ensure compliance with change and problem management processes.
• Monitor and report on change success/failure rates, problems, and trends to support service improvement.
• Enforce and evolve ITIL-based change and problem management policies.
• Ensure audit readiness and compliance with regulatory and internal controls.

Requirements:

• Minimum 5 years of experience in IT Change and/or Problem Management.
• Strong knowledge of ITIL framework with practical application in ITSM processes.
• ITIL Foundation certification is mandatory.
• Experience with ITSM tools such as ServiceNow, Remedy, JIRA, or equivalent.
• Strong analytical, facilitation, and documentation skills.
• Excellent stakeholder communication and coordination skills.
• Degree in Computer Science, Information Systems, or related field preferred