ITSM Project Manager / ITSM Subject Matter Expert

Job Description

Seeking an ITSM Subject Matter Expert with strong project management capabilities. This role is responsible for managing and optimizing our cloud‑based ITSM environment, ITAM processes, and related projects. The ideal candidate brings deep ITSM process knowledge, hands‑on Jira expertise, and the ability to drive implementation, governance, and continuous improvement across the organization.

Responsibilities include leading ITSM process enhancements, managing ITSM/ITAM projects, applying ITIL practices, maintaining CMDB accuracy, developing KPIs/KRIs, creating documentation and training materials, and ensuring successful adoption of ITSM tools and workflows.

Must‑Haves

• Jira Expert with 2–3+ years hands‑on experience in Jira Service Management, Jira workflows, and Confluence

• ITSM Certified (ITIL Foundation required)

• 8+ years of experience in ITSM, IT operations, or related project management roles

• Deep experience with ITSM processes and practices (Incident, Problem, Change, Service Request, etc.)

• Direct experience managing and maintaining asset management databases / CMDB

• Experience leading ITSM use‑case implementations (Change, Service, Incident, etc.)

• Strong project management experience (4+ years)

• Ability to create documentation, guidelines, and training materials

• Experience developing and managing KPIs, KRIs, and performance metrics

• Bachelor’s degree in IT, Computer Science, or equivalent practical experience

Plusses

• Experience with Jira Assets / Insight for CMDB and ITAM

• Experience in financial services or regulated environments

• Background in IT governance, audits, or process compliance

• Experience conducting CMDB audits and data integrity assessments