ITSM Process Manager
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Key skills for this role
Key Skills for This Role
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Responsibilities
- Own the governance, adoption, and continual improvement of IT Service Management (ITSM) processes, ensuring alignment with business and operational objectives
- Establish and maintain process standards, controls, performance measures, and best practices to support effective service delivery
- Lead Configuration Management and CMDB governance, ensuring configuration data, service relationships, and operational information remain accurate and reliable
- Monitor service performance through KPIs, reporting, and trend analysis, identifying opportunities to improve reliability, efficiency, and user experience
- Drive continuous improvement initiatives by addressing recurring issues, service risks, and operational challenges
- Leverage automation, analytics, AI, and other technology solutions to streamline processes and enhance operational effectiveness
- Partner with technology teams, service providers, and business stakeholders to drive process adoption and organizational alignment
- Provide guidance, communication, and coaching to support ITSM best practices across the organization
- Coordinate and support major incident management and service improvement activities as required
Skills and Experience
- At least 4 years of experience with IT Service Management (ITSM) principles and frameworks (e.g., ITIL)
- Experience with ServiceNow administration, configuration, or process management
- Knowledge of Configuration Management Database (CMDB) concepts, governance, and best practices
- Strong analytical and problem-solving skills with the ability to interpret data and identify improvement opportunities
- Experience leading process improvement, governance, or operational excellence initiatives
- Excellent communication, stakeholder management, and relationship-building abilities
- Ability to influence cross-functional teams and drive organizational change
MyRewards@MNP
With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and more!
Diversity@MNP
We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply!
Future/Current Opportunity: Current
#LI-Hybrid
About MNP
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