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IT Service Operations Lead
FortiveIT Service Operations Lead managing IT service management processes and ServiceNow platform optimization. Collaborating with cross-functional teams to enhance service delivery and operational efficiency.
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Act as the lead for ITSM processes, including incident, problem, change, and configuration management.
- Continuously optimize ITSM workflows and service models to improve reliability, efficiency, and user experience.
- Serve as a subject matter expert (SME) for ServiceNow ITSM modules, best practices, and platform governance.
- Define, monitor, and analyze ITSM metrics and KPIs; translate insights into actionable improvements.
- Identify trends and systemic issues impacting service quality and drive continuous improvement initiatives.
- Partner with IT and business stakeholders to ensure IT services align to operational and strategic priorities.
- Lead the incident management lifecycle, ensuring timely identification, escalation, resolution, and documentation.
- Facilitate blameless post-incident reviews, guiding stakeholders through root cause analysis and corrective actions.
- Monitor recurring incidents and lead initiatives to reduce incident frequency and mean time to resolution (MTTR).
- Own problem management activities end-to-end, from detection and analysis to long-term prevention strategies.
- Partner closely with infrastructure, application, security, and business teams to resolve complex issues and improve service outcomes.
- Support vendor relationships related to ITSM tooling and services, contributing to performance reviews and value realization.
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 4+ years of hands-on experience with the ServiceNow platform, with a strong focus on ITSM.
- Deep understanding of ITSM processes and ServiceNow ITSM modules.
- Strong knowledge of ServiceNow configuration, lifecycle best practices, and platform optimization.
- Experience driving operational improvements in complex, enterprise IT environments.
Benefits
Comp & perks- Health insurance
- Paid time off
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITSM processesincident managementproblem managementchange managementconfiguration managementServiceNowITSM metricsKPI analysisroot cause analysisplatform optimization
Soft Skills
leadershipcommunicationcollaborationproblem-solvinganalytical thinkingcontinuous improvementstakeholder managementuser experience focusblameless post-incident reviewsstrategic alignment