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ITSM Lead

IMR Soft LLCJersey City, NJ🇺🇸United StatesPosted 20 Jul 2026

Why This Role Stands Out

This role offers a fantastic opportunity to lead critical ITSM transformations and gain deep expertise in Jira Service Management, driving significant impact on service delivery. You'll thrive here if you are a proactive ITIL practitioner eager to shape processes and mentor teams, making this an excellent step in your career.

Quick Overview

Work Type
On Site
Level
Mid Senior

Job Description

Job Title: ITSM Lead
Location: New Jersey (Hybrid/Onsite)
12 months
 
Job Summary
We are seeking an experienced ITSM Lead to lead the implementation, optimization, and governance of IT Service Management processes. The ideal candidate will have strong expertise in ITIL best practices, Jira Service Management (JSM), and ITSM process transformation. Experience with ITSM migration projects, including migrating from legacy service management platforms to Jira Service Management, is highly preferred.
 
Key Responsibilities
  • Lead the implementation and continuous improvement of ITSM processes aligned with ITIL best practices.
  • Drive the migration from legacy ITSM platforms (e.g., Prolin, ServiceNow, BMC Remedy, Cherwell, etc.) to Jira Service Management (JSM).
  • Design and configure Jira Service Management workflows, request types, SLAs, approvals, automations, and service catalogs.
  • Partner with business stakeholders, infrastructure, application, and support teams to gather and document requirements.
  • Define and maintain ITSM governance, policies, standards, and operational procedures.
  • Lead Incident, Problem, Change, Request, and Knowledge Management processes.
  • Develop dashboards, KPIs, and service metrics to measure operational performance and SLA compliance.
  • Collaborate with Agile, DevOps, and engineering teams to streamline service delivery.
  • Coordinate testing, user acceptance testing (UAT), training, and production deployment activities.
  • Mentor ITSM administrators and support teams while providing technical leadership.
  • Identify opportunities for automation and process optimization.
Required Qualifications
  • Bachelor''s degree in Computer Science, Information Systems, or a related field.
  • 8+ years of experience in IT Service Management.
  • 3+ years of experience implementing or administering Jira Service Management (JSM).
  • Strong knowledge of ITIL v3/v4 frameworks and best practices.
  • Experience leading ITSM transformation or migration projects.
  • Hands-on experience configuring Jira workflows, queues, request types, SLAs, automation rules, and integrations.
  • Experience with Incident, Problem, Change, Asset, Knowledge, and Service Request Management.
  • Strong stakeholder management and communication skills.
  • Excellent analytical, troubleshooting, and problem-solving abilities.
Preferred Qualifications
  • ITIL Foundation or ITIL 4 Managing Professional certification.
  • Atlassian Certified Professional (ACP) or Jira Administration certification.
  • Experience integrating Jira with Confluence, Bitbucket, Azure DevOps, or other enterprise tools.
  • Experience with scripting or automation using REST APIs, PowerShell, Groovy, or Python.
  • Experience working in Agile/Scrum environments.
  • Experience in cloud platforms such as AWS, Azure, or Google Cloud Platform.
Technical Skills
  • Jira Service Management (JSM)
  • Atlassian Jira Administration
  • ITIL v3 / ITIL 4
  • Incident, Problem, Change & Release Management
  • Service Catalog Management
  • SLA & KPI Management
  • CMDB / Asset Management
  • Workflow Design & Automation
  • REST APIs
  • Confluence
  • Agile / Scrum
  • Azure DevOps (preferred)
Preferred Experience
  • ITSM platform migration projects.
  • Enterprise IT Operations and Service Delivery.
  • Financial Services, Insurance, Healthcare, or other regulated industries.
Soft Skills
  • Strong leadership and mentoring skills.
  • Excellent communication and stakeholder management.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Strategic thinking with a focus on operational excellence.
  • Strong documentation and presentation skills.

Skills

AWS
Scrum
Agile
Azure
Compliance
Confluence
Continuous Improvement
Google Cloud
Groovy
Jira
KPI Management
PowerShell
Python
REST
ServiceNow
Stakeholder Management

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