Change Management Governance Analyst (ITSM - Service Management)

• Role: Change Management Governance Analyst (ITSM - Service Management)
• Location: Charlotte NC (100% Onsite from Day 1) - No flexibility, ideal to look for candidates local to location
• Contract

Expectations:

• Must have prior experience performing these activities in Banking clients
• More go getter and leadership qualities
• Someone who can work through varying scenarios

Role Summary: The ITSM Service Management Specialist is responsible for managing and improving IT service management processes in alignment with ITIL best practices. This role ensures the effective delivery of IT services, drives continual service improvement initiatives, and supports operational excellence across the organization.

Key Responsibilities:

• Manage and govern ITSM processes including Incident, Problem, Change, Request, Knowledge, and Service Level Management.
• Monitor service performance against agreed SLAs, KPIs, and operational targets.
• Coordinate major incident management activities and ensure timely resolution of critical issues.
• Drive root cause analysis and problem management initiatives to reduce recurring incidents.
• Facilitate Change Advisory Board (CAB) meetings and oversee change management compliance.
• Develop, maintain, and improve ITSM policies, procedures, and process documentation.
• Prepare and present service performance reports, dashboards, and trend analysis.
• Collaborate with business stakeholders, service owners, and technical teams to improve service quality.
• Support IT audits, compliance requirements, and governance activities.
• Lead continuous service improvement projects and process optimization initiatives.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• 7-10 years of experience in IT Service Management or IT Operations.
• Strong understanding of ITIL framework and ITSM best practices.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent communication and presentation abilities.

Preferred Qualifications:

• ITIL Foundation or higher certification.
• Experience in Service Level Management, Reporting, and Governance.
• Knowledge of IT Operations, Infrastructure, Cloud Services, and Digital Transformation initiatives.
• Experience in process improvement methodologies such as Lean or Six Sigma.

Key Skills:

• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Service Level Management
• Knowledge Management
• ITIL Framework
• ServiceNow / ITSM Tools
• Reporting & Analytics
• Stakeholder Management
• Continuous Service Improvement