ITSM Process Lead: Change & Incident Governance

Faith Technologies Inc; Menasha (WI); Sur place; USD 95 000 - 120 000; Plein temps

Résumé du poste

Faith Technologies, Inc. in Wisconsin is seeking a BT Service Management Process Manager to lead ITSM governance, incident management, and CAB processes.

You will partner with the ServiceNow platform team to translate policy into sustainable workflows, dashboards, and documentation, while driving continuous service improvement across the business technology teams. This is a process leadership role focused on governance, training, reporting, and accountability to improve reliability, restoration,

Qualifications

• Experience in ITSM/ITIL processes and major incident/change management.
• Strong governance of changes and incident response programs.
• Proven ability to document processes and metrics.
• Experience coordinating with CAB and cross-functional teams.
• IT service management certifications preferred.

Responsabilités

• Own ITSM process governance, including strategy, policy, standards, procedures, and evidence requirements.
• Lead Change Enablement and facilitate the Change Advisory Board with proper documentation and follow‑through.
• Own Incident and Major Incident Management processes and readiness models.
• Serve as ServiceNow process liaison, defining business requirements and dashboards.
• Establish metrics, reporting, and data quality; drive training and adoption.

Connaissances

ITSM Governance

CAB Facilitation

Incident Management

ServiceNow

Process Documentation

Cross-functional Collaboration

Formation

Bachelor's degree in Information Technology, Computer Science, Business, MIS, or related field

Outils

ServiceNow Platform

Description du poste

Faith Technologies, Inc. in Wisconsin is seeking a BT Service Management Process Manager to lead ITSM governance, incident management, and CAB processes.

You will partner with the ServiceNow platform team to translate policy into sustainable workflows, dashboards, and documentation, while driving continuous service improvement across the business technology teams. This is a process leadership role focused on governance, training, reporting, and accountability to improve reliability, restoration,