ServiceNow & ITSM Lead - Incident Management & Automation

Value Innovation Labs; Phoenix (AZ); On-site; USD 80,000 - 110,000; Full time

Job summary

Value Innovation Labs in Phoenix, AZ is seeking a Service Management professional to oversee the end-to-end lifecycle of ServiceNow tickets and engage with clients on ongoing issues. The role focuses on incident/problem/service request management, performance reviews, and continuous ITSM process improvement to enhance service quality.

You will collaborate with cross-functional teams to resolve issues promptly, monitor trends, and ensure documentation and automation opportunities are captured for

Responsibilities

• Oversee end-to-end lifecycle of ServiceNow tickets (incidents, problems, and service requests).
• Lead daily stand-up meetings with clients to review issues and updates.
• Deliver Monthly Service Review (MSR) presentations, highlighting KPIs, resolved issues, and improvement areas.
• Monitor incident trends and proactively resolve recurring issues through problem management or automation.
• Manage and support multiple integrated applications within the IT ecosystem.
• Ensure smooth operation of data feeds and scheduled job maintenance.
• Troubleshoot and resolve system-level issues, leveraging error logging and alert monitoring tools.
• Collaborate with cross-functional teams to ensure timely and effective issue resolution.
• ITSM & Process Excellence Apply ITSM methodologies to enhance service delivery and ensure compliance with best practices.
• Maintain documentation and contribute to continuous improvement initiatives.

Job description

Value Innovation Labs in Phoenix, AZ is seeking a Service Management professional to oversee the end-to-end lifecycle of ServiceNow tickets and engage with clients on ongoing issues. The role focuses on incident/problem/service request management, performance reviews, and continuous ITSM process improvement to enhance service quality.

You will collaborate with cross-functional teams to resolve issues promptly, monitor trends, and ensure documentation and automation opportunities are captured for