Drive all aspects of our Global IT Change Management process and host the weekly Change Approval Board meetings 

Facilitate discussions and provide guidance during the change approval meetings to ensure a thorough review of change requests 

Champion continuous improvements of governance for Change Management, Incident Management, and Problem Management based on best practices from the ITIL Framework. 

Provide guidance and leadership for P1/P2 incident management as and when needed, and conduct the problem management processes 

Be a dependable partner in extraordinary situations such as Major Incidents. You can guide our teams through Major Incidents and Problem Management 

Continuously review and improve major incident recovery processes and procedures

Facilitate root cause analysis of issues with recommendations / follow up on resolution and improved process 

Create, update, or maintain problem and problem task details in ServiceNow 

Author and provide support to customer facing RCA documentation when needed 

Document and regularly update procedural documents and more to ensure the documents are current and meet the enterprise requirements 

Define and create periodic KPI reports using ServiceNow for ease of monitoring ITSM trends 

Maintain process and checklist to support TSO readiness of service transitions to production 

Fulfill compliance inquiries for SOC and SOX audit response as needed 

Use ServiceNow to conduct regular change, problem, and incident audits to ensure compliance with defined processes 

Educate teams and leaders on internal controls for problem, change, and incident, documentation needs and more 

Identify and implement automation of common actions or tasks 

Monitor and report on product uptime statistics, using data captured in ServiceNow 

Adhere to and promote Service Level Agreements internally and externally

Guide ITSM to align with industry best practices (such as ITIL) and organizational goals 

Advocate the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB, and other IT Service Management processes 

Operate under ITSM to support departmental controls, policies, and procedures

Participate in assigned projects and tasks