ServiceNow ITSM Process Lead (CM/IM/PM/RM)

Employment Eligibility Statement
Due to specific project and client requirements, this position is open to U.S. Citizens and U.S. Lawful Permanent Residents (s) . Sponsorship is not available at this time. Danta Technologies evaluates all candidates in compliance with the Immigration and Nationality Act (INA) and EEOC guidelines . All hiring decisions are made without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.

Title: ITSM Process Lead (CM/IM/PM/RM)

Location:  Raritan, NJ

Mode : Contract (6+ Months) – Onsite

Rate - $42/hr. on w2

ITSM Process Lead – Change, Incident, Problem & Release Management

 The Process Lead is responsible for end‑to‑end governance, execution, and continuous improvement of core ITSM processes for the DePuy program. This role ensures operational stability, regulatory compliance, and alignment with Johnson & Johnson ITSM standards during transition and steady‑state operations.

Key Responsibilities

Incident Management (IM)

• 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.

Problem Management (PM)

• 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.

Change Management (CM)

• Govern Change Advisory Board (CAB) operations.
• Review, approve, schedule, and assess risk for changes.
• Ensure compliance to J&J change policies and audit requirements.
• Track change success rate and minimize change‑related incidents.

Release Management (RM)

• Coordinate release planning across applications, infrastructure, and tools.
• Ensure proper impact assessment, scheduling, and rollback readiness.
• Align releases with freeze windows and business priorities.

Process Governance & Reporting

• 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.

Stakeholder & Transition Responsibilities

• Act as single point of contact for ITSM process matters.
• Work with customer stakeholders, service towers, vendors, and tool teams.
• Support transition, KT, and stabilization activities for DePuy.
• Coach and mentor L2/L3 process managers and coordinators.

Required Skills & Experience

• 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.

Certifications (Preferred)

• ITIL v3 / v4
• ServiceNow ITSM certifications