ITSM Process Leader — Change & Incident Excellence

FTI; Menasha (WI); On-site; USD 90,000 - 130,000; Full time

Job summary

Faith Technologies seeks a BT Service Management Process Manager to govern ITSM processes, lead CABs, and drive continuous improvement across enterprise IT. You will coordinate incident and change management, ensure documentation, and partner with ServiceNow to implement workflows and dashboards.

The role emphasizes process standardization, training, and reporting to improve service reliability and user experience across the organization.

Qualifications

• Bachelor's degree in IT/CS/BIS or related field.
• 5+ years in IT service management with ITIL/ITSM and incident/change management.
• Experience with ServiceNow and governance across teams.
• Travel 0-15%.

Responsibilities

• Own ITSM process lifecycle including strategy, policy, and controls.
• Maintain process documentation and training materials.
• Define entry criteria, approvals, escalation, and evidence standards.
• Lead CAB meetings and post-implementation reviews.
• Coordinate incident, major incident, and problem-management processes.
• Translate policy to ServiceNow changes and dashboards.

Skills

ITSM governance

ITIL

ServiceNow

Incident management

Change management

Process documentation

Cross-functional collaboration

Root-cause analysis

Communication

Education

Bachelor's degree in Information Technology/Computer Science/Business/MIS

Tools

ServiceNow platform

Job description

Faith Technologies seeks a BT Service Management Process Manager to govern ITSM processes, lead CABs, and drive continuous improvement across enterprise IT. You will coordinate incident and change management, ensure documentation, and partner with ServiceNow to implement workflows and dashboards.

The role emphasizes process standardization, training, and reporting to improve service reliability and user experience across the organization.