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ITSM Project Manager
Job Description
Role Overview:
As an ITSM Project Manager, you will be responsible for managing our cloud based ITSM environment, projects, and processes. Your expertise ITSM and project management will be essential in driving successful implementation and utilization across the organization.
Responsibilities:
- Lead and contribute to the implementation and improvement of IT Service Management processes and practices within the organization.
- Utilize project management methodologies to plan, execute, and oversee ITSM projects, ensuring timely and successful outcomes.
- Apply ITIL (Information Technology Infrastructure Library) and ITSM principles to enhance service delivery, incident management, problem management, change management-based projects.
- Demonstrate expertise in using Atlassian Jira and Confluence to streamline and support ITSM processes and documentation. A must have.
- Utilize Jira Assets or Insight to manage and maintain configuration management databases (CMDBs) and support asset management processes.
- Implement, manage, and continuously improve key performance indicators (KPIs), key risk indicators (KRIs), and other relevant metrics to measure and enhance ITSM performance.
- Create documentation, guidelines, and training materials for end-users and provide training sessions to internal teams to ensure effective adoption of the new system.
- Conduct regular audits and assessments of the CMDB to ensure data accuracy, integrity,
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent practical experience) and 4+ years of project management experience.
- Minimum of 2-3 years of experience specifically working with Atlassian JIRA, Service Management, and other related products.
- Has direct experience managing and creating processes of maintaining a asset management database.
- Has direct experience in leading the implementation of different use cases involving Change Management, Service Management, Incident Management, etc.
- ITIL Foundation certification is required.
- JIRA Expert –
- ITSM Certified also subject matter expert
- Deep Experience within ITSM processes and practices
- 8 or more years of experience
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