Job Title: Lead Service Management Specialist
Duration: 3+ Months (possibility of extension or conversion to permanent)
Location: New York, NY (Remote)
Required Qualifications
• Bachelor’s degree in business administration, Finance, Accounting, or related field
• Minimum 5 years of experience in administration, systems analysis, or office management
• Experience supporting IT Service Management operations
• Strong understanding of ITIL and ITSM frameworks
• Experience coordinating Change and Release Management activities
• Experience managing incidents and service requests in enterprise environments
• Strong documentation and process improvement skills
Must have:
• ITIL / ITSM experience
• Change & Release Management leadership
• CAB meeting facilitation
• Enterprise service desk / operations environment
Preferred Skills
• Experience in healthcare IT environments
• Familiarity with enterprise service desks and operations centers
• Experience with CAB governance and production change control processes
• Strong troubleshooting and escalation management skills
Key Responsibilities
• Lead Change Management processes and facilitate Change Advisory Board (CAB) meetings
• Coordinate deployment of software and hardware releases across enterprise systems
• Serve as the subject matter expert for Change, Release, and Problem Management processes
• Mentor and coach technical teams on ITSM processes and documentation standards
• Coordinate with Service Desk and Operations teams on production changes and outages
• Participate in Root Cause Analysis (RCA) for service disruptions
• Identify opportunities to improve ITSM processes and operational workflows
• Develop and maintain process documentation supporting production and development environments
• Track and monitor ticket quality and SLA performance
• Assist with Enterprise Service Desk ticket volumes when needed
• Manage ticket escalation and incident triage processes
• Supervise staff and coordinate departmental activities