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# IT Service Management Process Lead

- **Company:** Aquinas Consulting
- **Location:** Farmington, CT, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Configuration Management Databases, Knowledge Management, ServiceNow IT Service Management, Mttr, Servicenow
- **Published:** September 29, 2026
- **Apply:** https://www.juju.com/job/16_62f1da9a

## About the Role

* Seven or more years of IT Service Management experience with ownership of Major Incident, Incident, Problem Management, and/or CMDB practices.

 * Strong knowledge of ITIL principles and proven experience designing, implementing, and improving ITSM processes in real-world environments.

 * Hands-on experience with ServiceNow, including ITSM workflows, reporting, process optimization, and automation.

 * Experience with Major Incident and Problem Management, including incident coordination, root cause analysis, trend analysis, and known error practices.

 * Familiarity with CMDB governance, data quality, audits, service mapping, data models, and population efforts.

 * Experience working in a matrixed environment and influencing technical teams and stakeholders without direct authority.

 * Strong analytical, process improvement, documentation, communication, training, and facilitation skills.

 * Experience with Change/CAB and Knowledge Management processes is preferred.

 * ITIL Foundation certification (version 3, 4, or 5) is required; ITIL Expert, ITIL Managing Professional, ITIL Strategic Leader, or ServiceNow Certified System Administrator (CSA) certification is strongly preferred.

 * Experience supporting healthcare operations or other business-critical environments is a plus.

## Description

Aquinas Consulting is currently looking to fill an IT Service Management (ITSM) Process Lead job in Farmington, CT. This DIRECT hire job is available with one of our key customers in the healthcare industry. In this role, you will be responsible for owning and maturing enterprise ITSM practices, including Major Incident, Incident, Problem Management, and CMDB governance. In order to be successful in this position, you must have a strong background in IT Service Management, ITIL best practices, ServiceNow, process governance, and continuous improvement. Preference will be given to someone with experience in Major Incident and Problem Management, CMDB governance, RCA, and ServiceNow optimization.

IT Service Management (ITSM) Process Lead Job responsibilities:

 * Serve as the process owner and subject matter expert for Major Incident, Incident, Problem Management, and CMDB processes, ensuring consistent execution and continuous improvement.

 * Own Major Incident governance, including escalation procedures, communication standards, stakeholder coordination, and post-incident reviews, while driving Problem Management through root cause analysis, trend analysis, and known error practices.

 * Develop, maintain, and audit ITSM policies, standards, workflows, and CMDB governance practices to improve service quality, data accuracy, and operational consistency.

 * Leverage ServiceNow to optimize and automate ITSM workflows, establish meaningful performance metrics, and use data such as incident trends, MTTR, Problem backlog, and CMDB health to drive improvement.

 * Partner with technical teams, service owners, and leadership to improve service reliability, provide ITSM training and coaching, and support Change/CAB and Knowledge Management activities.