Project Manager - ITSM
HybridNova Scotia, Canada or New Brunswick, Canada
Job Summary
Support ITSM process implementation and improvement by assessing current-state workflows, defining future-state requirements, and coordinating activities across business, IT, security, and vendor teams. Define security request handling procedures, automate repetitive workflows, and facilitate stakeholder workshops to align on priorities and implementation decisions. Manage project scope, schedule, and risk while supporting testing, deployment, and adoption of new service management capabilities. This role requires 5+ years of ITSM experience and works within a hybrid environment in Atlantic Canada with competitive hourly pay and comprehensive benefits.
Required Qualifications
- 5+ years of experience in Project Management, Business Analysis, IT Service Management, with demonstrated experience supporting ITSM implementations or process improvement initiatives
- Demonstrated experience supporting or leading ITSM implementations, transformations, or process improvement initiatives
- Strong understanding of ITSM principles and processes, including incident, request, change, and problem management
- Strong background in assessing current-state processes, gathering requirements, facilitating stakeholder workshops, and designing practical future-state workflows
- Proven ability to plan and coordinate technology implementations, including scope, schedules, milestones, dependencies, risks, and issues
- Hands-on experience designing service request workflows, including approvals, escalations, fulfillment, and security-related processes within an ITSM environment
- Ability to identify and implement opportunities for workflow automation and process improvement
- Experience supporting initiatives through requirements, design, testing, deployment, change readiness, and adoption
- Ability to work effectively across business, IT, security, technical, and vendor teams
- Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders
Desired Qualifications
- Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, Freshservice, or similar
- ITIL, PMP, PRINCE2, CBAP, CCBA, or related certifications
- Experience with cybersecurity or information security processes, workflow automation, or client-facing consulting environments
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