SeniorAdministrator - Process Management, ServiceNow

About the role

The L2 IT Service Management role coordinates Incident, Problem, Change and Major Incident Management activities in a global support environment. The role handles L2 escalations, supports service restoration, ensures ITIL process compliance and drives continual service improvement through collaboration with technical teams, service owners and business stakeholders.

What you'll do

• Manage and coordinate the Incident, Problem, and Change Management lifecycle
• Handle L2 escalations for incidents and service requests
• Lead Major Incident coordination and service restoration activities
• Perform Root Cause Analysis (RCA) and track corrective actions
• Coordinate Change Advisory Board (CAB) reviews and change approvals

What you need

• 3–5 yrs of experience
• ServiceNow
• Process management
• ITIL
• Root cause analysis
• Any graduate