ITSM Process Leader — Change & Incident Management

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

Job summary

Faith Technologies in Menasha, WI, is seeking a Process Management leader to govern ITSM processes and drive service-management improvements across IT operations. The role focuses on governance, incident handling, and standard change execution to enhance reliability and performance.

It requires a Bachelor’s degree and 5+ years in IT service management, with ITIL and ServiceNow expertise. The position collaborates with the ServiceNow team to create sustainable workflows, dashboards, and metrics.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, MIS, or related field, or equivalent experience.
• ITIL, ServiceNow, or comparable ITSM certifications preferred.

Responsibilities

• Own and continually improve ITSM processes lifecycle including strategy, policy, standards, procedures, roles, and training.
• Facilitate Change Advisory Board and manage CAB meetings, documentation, and follow-through.
• Lead Incident and Major Incident Management processes, including coordination and communications.
• Establish and own Problem Management process with RCAs, known errors, and corrective actions.
• Partner with ServiceNow platform team to translate process requirements into workflows, dashboards, and reports.

Skills

ITIL

ServiceNow

Incident management

Change management

Governance

Education

Bachelor's degree

Tools

ServiceNow platform

Job description

Faith Technologies in Menasha, WI, is seeking a Process Management leader to govern ITSM processes and drive service-management improvements across IT operations. The role focuses on governance, incident handling, and standard change execution to enhance reliability and performance.

It requires a Bachelor’s degree and 5+ years in IT service management, with ITIL and ServiceNow expertise. The position collaborates with the ServiceNow team to create sustainable workflows, dashboards, and metrics.