ITSM Process Lead

Job Overview: Pay Range: $39hr - $44hr Requirement/Must Have: Strong hands-on experience in ITIL / ITSM Process Management. Deep expertise in Incident, Problem, Change & Release Management. Experience working in regulated / healthcare environments preferred. Hands-on experience with ServiceNow ITSM. Strong communication, governance, and stakeholder management skills. Responsibilities: Own and govern Incident & Major Incident Management (MIM) processes. Lead P1/P2 incident bridges, ensure timely resolution and communication. Track MTTR, SLA adherence, escalation handling, and service restoration. Drive post-incident reviews and improvements. Identify recurring incidents and initiate Problem Records. Lead Root Cause Analysis (RCA) and corrective/preventive actions. Track problem backlog and ensure permanent fixes are implemented. Govern Change Advisory Board (CAB) operations. Review, approve, schedule, and assess risk for changes. Ensure compliance to change policies and audit requirements. Track change success rate and minimize change-related incidents. Coordinate release planning across applications, infrastructure, and tools. Ensure proper impact assessment, scheduling, and rollback readiness. Align releases with freeze windows and business priorities. Own ITSM SOPs, workflows, RACI, and knowledge articles. Prepare weekly/monthly dashboards (Incidents, Problems, Changes, SLA, CSAT). Ensure alignment with ServiceNow configuration and reporting. Support internal/external audits and compliance reviews. Act as single point of contact for ITSM process matters. Work with stakeholders, service towers, vendors, and tool teams. Support transition, KT, and stabilization activities. Coach and mentor L2/L3 process managers and coordinators. Skills: ITIL v3 / v4 certification. ServiceNow ITSM certifications. Benefits Our Benefits Include: Medical, Dental, and Vision Insurance 401(k) Retirement Plan Health Savings Account (HSA) Disability Insurance (Short-Term and Long-Term) Life and AD&D Insurance Paid Sick Leave (where required by applicable state or local law) Supplemental Insurance Plans Identity Theft Protection Pet Insurance Employee Wellness Programs Employee Assistance Program (EAP) Career Growth and Professional Development Opportunities Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws. About Cynet Systems Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia. As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.