40 Optimum Event Jobs Hiring Near You

Problem Management & Root Cause Execution 

• Own and operate the Problem Management process across CPTO. 

• Ensure Root Cause Analysis (RCA) is triggered not only by qualifying incidents, but also by KPI threshold breaches and adverse trends. 

• Establish clear RCA standards, methodologies (5 Whys, Fishbone, etc.), and accountability models. 

• Track and validate corrective and preventative actions to ensure sustained risk reduction and issue prevention. 

Incident & Event Management Enablement 

• Ensure Incident and Event Management processes are tightly integrated with Problem and Change workflows. 

• Support operational teams with clear escalation, communication, and resolution standards. 

• Use incident and event insight to identify systemic risks and improvement opportunities. 

Configuration Management (CMDB) 

• Own the Configuration Management process and CMDB operating model across CPTO. 

• Define policies, standards, and lifecycle processes for Configuration Items (CIs). 

• Ensure accurate capture of new systems, changes, and architecture evolution within the CMDB. 

• Govern ongoing CMDB health, accuracy, and alignment with operational processes. 

Training, Enablement & Adoption 

• Ensure proper training for Operations teams supporting Incident, Change, and Problem execution. 

• Provide CPTOwide training for teams required to participate in service delivery processes. 

• Develop rolebased training, job aids, and knowledge content to support consistent execution and adoption. 

• Measure training effectiveness and reinforce accountability. 

AI, Automation & Continuous Improvement 

• Leverage AI and automation to reduce manual effort, cycle time, and process overhead. 

• Enable intelligent triggering of problem investigations based on KPI trends and risk indicators. 

• Automate change validation, documentation quality checks, and compliance workflows where possible. 

• Continuously identify opportunities to reduce operational risk through automation and intelligent workflows. 

Requirements: 

Education: Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience). 

Experience: 10+ years of experience in Change Management within an ITSM environment, with a strong background in ITIL processes and methodologies. 

Certifications: 

• ITIL Foundation Certification required (Intermediate or Expert level preferred). 

• ServiceNow Certified Implementation Specialist or similar certifications in ITSM tools (ServiceNow or Remedy/Helix).
• Additional Change Management certifications are a plus. 

• Extensive experience with ServiceNow, Remedy/Helix, and their respective Change Management modules. 

• Experience with automated workflows within ITSM platforms to streamline processes. 

• Strong understanding of ITIL Change Management processes and their relationship to other ITSM functions such as Incident Management, Configuration Management, and Problem Management. 

• Familiarity with system integrations and the role of APIs for connecting ITSM tools and automating processes. 

• Strong problem-solving, analytical, and troubleshooting skills. 

• Solid understanding of both technical and non-technical aspects of service management, with the ability to work with various stakeholders across the organization. 

• Detail-oriented with a focus on maintaining accuracy and consistency across all change management activities. 

• Understanding of how AI can support automation driving reduced manual effort  

• The ability to thrive in a fast-paced, constantly evolving environment and manage multiple priorities simultaneously. 

• Hands-on experience with legacy system migrations in Change Management. 

• Expertise in the integration of ServiceNow with other tools such as Configuration Management and Incident Management. 

• Familiarity with agile methodologies and how they may impact Change Management workflows. 

• Knowledge of automated testing tools and their integration with change management systems. 

• Strong analytical and problem-solving abilities. 

• Ability to work in a collaborative environment and manage cross-functional relationships. 

Success Measures 

• Improved change success rates and reduced changerelated incidents. 

• Reduction in repeat incidents and unresolved systemic issues. 

• Improved compliance and consistency of service delivery processes. 

• Higher confidence in risk assessment and operational readiness. 

• Sustained adoption of standardized processes across CPTO. 

• Increased automation across all processes 

• Increased customers satisfaction with the Change process