ITSM Lead
Job Location:
Sunnyvale, CA - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
MatchPoint Solutions is a fast-growing young energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber Robinhood Netflix Airbnb Google Sephora and more! More recently we have expanded to working internationally in Canada China Ireland UK Brazil and India. Through our culture of innovation we inspire build and deliver business results from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.
We are excited to be continuously expanding our team. If you are interested in this position please send over your updated resume. We look forward to hearing from you!
Job Title: ITSM Lead
Location: Hybrid
Employment Type: Contract
Pay Range: USD75/hr
We are seeking an experienced ITSM Lead to drive IT Service Management initiatives process transformation and ServiceNow migration programs. The ideal candidate will have strong expertise in ITSM frameworks hands-on experience with leading ITSM platforms and a proven track record of migrating legacy service management tools to ServiceNow. This role will work closely with business stakeholders infrastructure teams application owners and leadership to standardize and optimize IT service delivery processes.
Key Responsibilities- Lead ITSM strategy governance and operational excellence initiatives across the organization.
- Drive migration projects from existing ITSM platforms ( Jira Service Management Freshservice etc.) to ServiceNow.
- Gather business requirements conduct process assessments and define target-state ServiceNow solutions.
- Design and implement ITIL-aligned processes including Incident Management Problem Management Change Management Request Fulfillment Asset Management and Knowledge Management.
- Collaborate with ServiceNow architects developers and business stakeholders during migration and transformation programs.
- Develop migration roadmaps data mapping strategies testing plans and cutover activities.
- Establish KPIs SLAs and service reporting frameworks to improve operational performance.
- Lead workshops stakeholder meetings and user adoption initiatives.
- Provide governance over service management processes and ensure compliance with organizational standards.
- Mentor support teams and process owners on ITSM best practices.
- 8 years of experience in IT Service Management.
- Strong understanding of ITIL processes and ITSM best practices.
- Experience working with one or more ITSM tools such as:
- ServiceNow
- BMC Remedy
- Freshservice
- Hands-on experience leading or participating in ITSM platform migrations to ServiceNow.
- Experience with requirements gathering process design workflow mapping and service transformation initiatives.
- Strong stakeholder management and communication skills.
- Experience managing cross-functional teams and vendor engagements.
- ServiceNow implementation or administration experience.
- ITIL Foundation ITIL 4 Managing Professional or similar certification.
- ServiceNow certifications (CSA CIS CAD or equivalent).
- Experience with CMDB Asset Management Discovery Service Catalog and IT Operations Management (ITOM).
- Experience in enterprise environments supporting thousands of users.
- Experience with Agile/Scrum methodologies.
- Knowledge of cloud platforms such as Amazon Web Services Microsoft Azure or Google Cloud.
- Experience integrating ITSM platforms with monitoring HR security and DevOps tools.
MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
